Job Description

Job Description

Provide excellent customer service solving questions and complaints related to cable products/services and/or invoicing through voice based communication tools.

Job Functions

* Provide information regarding Products and Services, billing, repair, collections, and respond to other types of inquiries

* Provide general technical support regarding outages, bandwidth troubleshooting, equipment setup, and rebooting

* Respond to Subscriber complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines

* Troubleshoot Subscribers' service problems and schedule field service calls when necessary

* Schedule Subscriber appointments in accordance with established procedures

* Document Subscriber transactions accurately in the appropriate systems

* Coordinate with co-workers, lead persons and other departments as appropriate

* Spanish fluency required verbal communication. English for call documentation

* High school diploma or equivalent education required

* Strong written communication skills. Requires heavy computer communication in a customer service capacity

* Understanding of basic internet troubleshooting and configurations

* Customer service/public relations, telecommunications and data terminal experience also preferred

* Able to work a variety of work schedules to include days, nights, weekends, holidays, etc.

* Typing speed of 40WPM preferred

* Must have basic math, reading, writing, and organizational skills with strong initiative

* Must have pleasant personality, and capability to work independently

* Experience with Microsoft office, internet and email programs desired

* Ability to empathize with Subscribers

* Completion of 6 months of prior call center experience desired or 6 months of customer service and a combination of prior work experience and technical school or college may be substituted

* Must pass STARTEK pre-hire screening and new hire services training exam with 80% or higher (any revisions/modifications to the pre-hire screening and related assessments must be mutually agreed to by the parties)

* Must be able to work a variety of work schedules including days, nights, weekends, holidays

* Able to sit, working at a computer, for extended periods of time

* Maintain regular and punctual attendance

* Understands Subscribers needs and wants

* Confident in communicating with others

* Able to adapt quickly to a fast paced and changing environment

* Desire to deliver superior customer service

* Capable of multitasking (researching solutions while communicating with a Subscriber)

*
Additional Skills

* Goal and detail oriented

* Understanding of basic internet troubleshooting and configurations

* Ability to multitask (use of multiple tools and applications required)

* Handle and overcome rejection

* Quick thinker, likes challenges, ambitious, determined and confident

* Self-starter and team player

* Positive and enthusiastic

* Respects others points of view

* Problem solver approach to research, capable of accessing multiple data sources at once

* Demonstrates self-control and patience

*
Legal/Financial Responsibilities

* Position must assist in maintaining the confidentiality of Subscriber and business data at all times

Job Requirements

* Spanish fluency required verbal communication. English for call documentation

* High school diploma or equivalent education required

* Strong written communication skills. Requires heavy computer communication in a customer service capacity

* Understanding of basic internet troubleshooting and configurations

* Customer service/public relations, telecommunications and data terminal experience also preferred

* Able to work a variety of work schedules to include days, nights, weekends, holidays, etc.

* Typing speed of 40WPM preferred

* Must have basic math, reading, writing, and organizational skills with strong initiative

* Must have pleasant personality, and capability to work independently

* Experience with Microsoft office, internet and email programs desired

* Ability to empathize with Subscribers

* Completion of 6 months of prior call center experience desired or 6 months of customer service and a combination of prior work experience and technical school or college may be substituted

* Must pass STARTEK pre-hire screening and new hire services training exam with 80% or higher (any revisions/modifications to the pre-hire screening and related assessments must be mutually agreed to by the parties)

* Must be able to work a variety of work schedules including days, nights, weekends, holidays

* Able to sit, working at a computer, for extended periods of time

* Maintain regular and punctual attendance

* Understands Subscribers needs and wants

* Confident in communicating with others

* Able to adapt quickly to a fast paced and changing environment

* Desire to deliver superior customer service

* Capable of multitasking (researching solutions while communicating with a Subscriber)

Additional Skills

* Goal and detail oriented

* Understanding of basic internet troubleshooting and configurations

* Ability to multitask (use of multiple tools and applications required)

* Handle and overcome rejection

* Quick thinker, likes challenges, ambitious, determined and confident

* Self-starter and team player

* Positive and enthusiastic

* Respects others points of view

* Problem solver approach to research, capable of accessing multiple data sources at once

* Demonstrates self-control and patience

Legal/Financial Responsibilities

* Position must assist in maintaining the confidentiality of Subscriber and business data at all times