DSL, OR CABLE MODEM, INTERNET SERVICES, HELP DESK AND CUSTOMER SERVICE
SUMMARY
The successful candidate will work from their home interfacing with customers via inbound and outbound calls or the Internet for the purposes of trouble-shooting and resolving routine customer DSL issues
WORK ENVIRONMENT
. Work from home using your computer and home telephone to solve difficult customer problems, order services, and check the status of orders and maintenance
. Manage and support home-based agents using online web-based tools over the Internet
. Specific, mandatory training will be provided in a classroom environment located in the Dallas/Houston metropolitan areas
. Full-time schedule, 8 hours per day
RESPONSIBILITIES Tasks, functions, deliverables, etc.:
As a Home-Agent Supervisor
. Manage home-based agents using Internet-based call center management tools that allow you to see on-call performance and monitor calls over the internet
. Provide coaching, instructions, and support to agents using internet based tools and your home telephone
. Develop and deliver performance reviews and coach individual agents on performance
. Handle calls from customers as a senior representative when customer satisfaction or technical issues warrant supervisor intervention
When serving customers
. Greet customers in a courteous, friendly and professional manner using standardized procedures
. Enter customer orders efficiently and accurately; update customer files as appropriate
. Respond to customer requests by providing accurate information
. Listen attentively to customer needs and concerns; demonstrate empathy
. Respond to customer complaints and inquiries by carefully listening to customer and then providing an accurate and appropriate solution using training materials and scripts provided
. Stay current on products, pricing, promotions, procedures and policies
. Communicate effectively to ensure high quality and timely resolution of customer requests
SPECIAL REQUIREMENTS
. Must have a quiet home-office environment to take calls uninterrupted during your scheduled working hours
. Must own a PC-compatible computer with Windows XP or 2000
. Must have DSL or Cable high-speed Internet service in the home
. Must have or be willing to add a second phone line in the home for call center work exclusively
Experience: . Minimum 2-3 years inbound or outbound call center experience troubleshooting technical call types, preferably troubleshooting customer DSL issues
. Minimum 1 year as a call center agent supervisor
. Experience developing performance reports, coaching agents and monitoring calls with customers
. High school diploma or GED, with a combination of some college education and work experience
. Must have experience using Microsoft Office Applications, the
. Internet and Microsoft Internet Explorer
. Type 40 wpm on a computer
. Ability to effectively communicate on the phone in an understandable manner in English
To Apply to this job go to http://www.GadBall.com or click here