Requirements

Must type at least 30 words per minute and have the ability to multitask
Ability to adapt to changes in process and procedures as implemented
Must provide quality customer service to small and midsized corporations
Must have the ability to problem solve, complete and submit customer changes or modifications to existing or new accounts
Must diffuse upset customers, resolve rate concerns and billing inquiries within a timely manner
Must meet departmental standards and expectations set forth by the department manager
Must meet criteria for daily call averages and call statistics individually and as a team
Must complete returned mail and written correspondence from customers
Must understand products, services, offers, rates, and billing
Must be knowledgeable in telecommunications terms and the company network
Must have ability to read, decipher, and explain invoices to customers
Must complete 2-3 weeks training period with first two weeks 8-5, third week live calls and learning products and services
Attendance is required for the entire training period
Schedules can change periodically with flexibility to work anytime from 8-8
Preference given to people with previous telecommunications call center experience
Must adhere to a dress code and professionalism

Responsibilities

Provide testing for computer skills in window based applications, Word and Excel, with Outlook as a plus and customer service skills
Handle customer inquiries, concerns and billing questions in a timely and professional manner
Process and submit customer changes or modifications to existing or new accounts
Diffuse upset customers and de-escalate difficult situations
Explain invoices and telecommunications terminology to customers
Read and interpret invoices for customers
Meet daily call averages and call statistics as part of performance expectations
Maintain returned mail and written correspondence with customers
Keep up-to-date with products, services, offers, rates and billing
Participate in a mandatory 2-3 week training period with specified schedules
Be available to work a flexible schedule between 8 and 8
Adhere to dress code and professional standards
Additional responsibilities may be required based on business needs or supervisor discretion

Desired Qualifications

Preference given to candidates with previous telecommunications call center experience

Customer Support

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