| Company: | Insight Communications
Florence, KY |
| Job Location: |
Columbus - Franklin County
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| Employment Type: | Full Time |
| Department: | Customer Care |
| Salary Range: | 10.00 and up depending on experience |
| Benefits: | Medical, dental, vision, 401K, FREE CABLE, discount on Phone and Internet + more |
Description: |
General Summary
Representative will listen and answer customer questions regarding cable, broadband & telephony service availability, installation, billing and programming in a friendly and professional manner. Inputting services and cross sell/up sell a full range of services in a prompt and professional manner so callers receive accurate information regarding the resolution of transactions. |
Duties: |
Primary Responsibilities
Responsible for answering and handling inbound calls in a fast-paced call center environment.
Offer and sell new services to new and existing customers who call in to inquire
Actively listens, communicates clearly, concisely and assures customer understanding
Must exhibit conversational tone, rapport and express empathy and apologize when necessary to deliver positive customer experience.
Must use Insights call flow and scripting to Greet, Resolve billing and repair issues, sell Insight Products that customer doesnt currently subscribe to and Close call properly.
Must use Insights troubleshooting software to accurately troubleshoot video repair issues to reduce truck rolls.
Must possess ability to navigate through multiple software and intranet sites to resolve customer issues and handle efficiently
Ensures positive customer experience resolving basic customer cable, digital, and telephony requests, inquiries and complaints, both verbally and in writing.
Exceed or maintain minimum department standards, i.e.: sales, monitoring, order entry
Prepare work orders for requests after determining if field visit is required; assure appropriate follow-up procedures are followed
Accurately document and update records in billing system
Meet established standards within the first six months, i.e.: availability, monitoring requirements, sales goals, order entry and positive performance
Maintain adequate attendance and adherence to Company policies and procedures
Perform related duties as assigned or as the situation dictates
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Qualifications: |
Desired Qualifications
High School Diploma or equivalent.
Requires a minimum of 12 to 18 months Customer Service and Sales Experience
Telephony or other communications experience preferred.
Has the ability to retain detailed, or important, information and/or instruction.
Excellent verbal and written communication skills with internal and external customers
Possesses good organizing and prioritizing techniques.
Exhibits the ability to follow direction and the ability to follow-through.
Has PC and keyboarding experience.
Must posses a good command of the English language, including excellent enunciation, grammar and lack of slang.
Willingness and enthusiasm to learn and apply new sales techniques
Detail oriented with a background in problem solving skills and the ability to multi-task in a fast paces environment
Proficient in Windows applications, typing and internet navigation skills
Work on assigned projects with minimum supervision
Physical Demands and Work Environment
Will work on computers while sitting at their desk for extended periods at a time
Physical ability to frequently use repetitive motions of the wrist, hands or fingers using the computer
Handling on average 60+ calls per day
Keyboarding and Computer Skills
Fast paced environment
Ability to multi-task
Ability to learn new things
Ability to adapt well to change
NOTICE
Insight will only consider those applicants who meet the minimum requirements of the position.
It is Insights policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals to perform the essential functions.
The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel in the job. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
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