Job Summary: Provide customer service via phone, chat, email or other methods of communication on client-specific issues while accurately capturing all related information in the proper database. Answer questions about client-specific products and services, including account balances, billing statements and payment methods. Suggest and sell subscription-based and transaction-based services. Retain existing customers; suggest and upsell customers to new packages of services.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
Education and Experience: Minimum of six months customer service experience; One year preferred. Sales experience required (e.g. retail, foodservice, call center). High school diploma or GED required; some college preferred.
Language Skills: Ability to read and comprehend sometimes complex instructions, short correspondence, and memos; Able to write correspondence and present information verbally and in writing, with proper grammar and vocabulary. Able to ask effective questions and present information clearly and concisely. Able to effectively and clearly communicate over the phone, build relationships with customers, manage call flow and pace, overcome objections, and close sales. Able to handle sensitive and emotionally-escalated calls with tact, professionalism, and empathy.
Reasoning Ability: Ability to apply common sense understanding to detailed written or oral instructions; Able to deal with problems involving a few concrete variables in standardized situations. Must be adaptable to unforeseen situations, keep focus on the customer and make empowered decisions with integrity, empathy and compassion. Able to identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions. Able to understand and explain billing statements. Able to multi-task and prioritize effectively.
Computer Skills: Ability to listen and respond while keying information into an automated system. Requires working knowledge of Web-based systems and ability to learn how to navigate client-specific programs in a Windows environment.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.
Employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.
All Telvista jobs are contingent upon the ability to pass client-specific background check requirements and drug test.