TDCJ Customer Response Representative

Aventiv•Plano, TX

3d•$15 - $16

About The Position

Responsible for providing quality customer service by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner.

Requirements

Ability to read and comprehend simple instructions and short correspondence
Ability to write straightforward explanations of trouble tickets submitted
Ability to ask effective questions and present information clearly and concisely
Ability to clearly communicate with customers, both verbally and written
Able to handle sensitive and emotional calls that require empathetic responses
Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
Ability to communicate and respond to customers while keying information into system
Ability to navigate multiple applications in several environments
Ability to follow a set schedule, including taking timely lunches and breaks
Must have access to high-speed internet for remote connectivity to Securus network when applicable.
High school diploma/GED
1 - 2 years of Technical Support Experience
1 - 2 years of Help Desk Support Experience

Nice To Haves

12-18 months customer service experience

Responsibilities

Provide quality customer service.
Open trouble tickets for specific customer issues.
Explain product options and related charges clearly and concisely.
Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
Take customer payments or offer other payment options for the customer.
Uses existing procedures to solve routine or standard problems; receives instruction, guidance and direction from others as needed
Maintain quality scores and call center metrics.
Promote self-service tools such as IVR and Web
Inform customers of promotions and new or upgraded products
Quotes rates and encourages customers to utilize prepay options.
Performs other related duties and responsibilities as required or assigned
Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.