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Status: Available
Posted On: 12/2/2020
Job Location: Houston, TX
Salary
Job Type: Full Time
Education:
• High School diploma or equivalent required

Experience:
• 2+ years of experience working directly with customers
• 1-2 years in a call center environment preferred, but not required


Job Categories:

Position Summary:
As a Multi-Brand Customer Care Representative (Retail), you will handle inbound calls from residential and business customers - answer their questions, retain them as a customer, provide a superior customer experience interaction, sale our products and cross-sell and upsell additional services to benefit their needs.

Classification: Non-exempt

Essential Responsibilities:
• Customer Care Representative will be the primary point of contact for residential and business customers who contact the Customer Care Center via phone
• The individuals employed in this position must have the ability to work from home with reliable wired internet and power
• The individuals employed in this position must be excellent problem solvers, critical thinkers, self-sufficient, maintain professionalism and exhibit a superior level of issue resolution capability through internal systems, process knowledge, and delivery of results
• Agents are trained on and utilize multiple applications and systems to service customers - processing and viewing, follow up and issue tracking, courtesy credit and complaint resolution, and correspondence

Skills/Knowledge:
• Bilingual in English and Spanish a plus, but not a requirement
• Excellent oral communication
• Strive to excel in monthly KPIs
• Demonstrated ability to deliver a positive customer interaction, selling products and up-selling/cross-selling products
• Blended role – agents will be trained to handle multiple brands
• Deliver accurate product information and serve as a knowledgeable resource for our customers.
• Basic mathematical skills and analytical ability necessary to respond to billing inquiries
• Strong interpersonal skills and respect for diversity
• Attention to detail and time management
• Demonstrated ability to efficiently handle multiple tasks at one time