TLV-CES

  • Customer Service Associate II

    Job Locations US-TX-Dallas
    Requisition ID
    2019-1247
    # of Openings
    50
    Category
    Customer Service/Support
  • Overview

    Job Summary: Provide customer service via chat, email and phone on client specific issues while accurately capturing all customer-related information in the proper client relationship management database by performing the following duties.

    Responsibilities

    Essential Duties and Responsibilities include the following. Other duties may be assigned.

    • Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
    • Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
    • Logs on and off customer care system.
    • Accesses account files, takes orders and processes orders.
    • Asks appropriate questions and gather information to determine customer needs.
    • Enters alpha and numeric data via computer keyboard into an automated system accurately.
    • Uses client specific reference materials and customer service skills.
    • Explains products, services, options and related charges clearly and concisely.
    • Offers additional products or services using up-sell techniques.
    • Handles difficult questions and irate customers while maintaining professional demeanor.
    • May make outgoing calls to sell client products and/or services.
    • Supports Customer Service Associates.
    • Supervisory Responsibilities: This job has no supervisory responsibilities.

    Qualifications

    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/or Experience:  One year post high school education; or six months related experience and/or training; or equivalent combination of education and experience.

    Language Skills:  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information over the phone.

    Mathematical Skills:  Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money.

    Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

     

    Computer Skills:  Ability to listen and respond while keying into automated system.  Ability to learn to navigate client specific screens 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.

     

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