Customer Care Representatives

Summary

Customer Care Representatives, also known as Engagement Specialists, are experts in fostering meaningful interactions that leave a lasting positive impression on customers. This role involves addressing customer inquiries and issues over the phone and email, ensuring prompt, courteous, and efficient responses. Engagement Specialists serve as the initial point of contact, providing solutions or referrals to more complex issues as needed.

Responsibilities

• • Respond to a high volume of customer inquiries via telephone or email in a professional and efficient manner.
• • Record and analyze recurring problem areas to identify patterns.
• • Address customer inquiries by referencing published materials, secondary sources, or escalating to senior staff when necessary.
• • Promote, sell, or renew client products and services as part of customer interactions.
• • Investigate and resolve customer complaints, including product functionality issues or defective part replacements.
• • Handle queries related to billing, service, programming, equipment, features, activations, and account information updates.
• • Assist customers with financial decisions to protect or collect revenues, and adjust accounts as required.
• • Troubleshoot technical issues to resolve customer concerns effectively.
• • Use computerized systems for tracking, information gathering, and troubleshooting.
• • Meet productivity and quality standards set by the engagement center.
• • Communicate professionally and courteously with customers, co-workers, and leadership.

Qualifications

• • Excellent communication and customer service skills.
• • Ability to troubleshoot technical issues effectively.
• • Proficiency in using computerized systems for information management.
• • Strong problem-solving and decision-making skills.
• • Experience in handling billing, account updates, and financial decisions is a plus.
• • Ability to meet productivity and quality benchmarks.
• • Professional demeanor with a focus on delivering exceptional customer experiences.

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