Customer Care Coordinator - El Paso, TX

Position Summary

The Customer Care Coordinator primary responsibility is to ensure an excellent customer experience for all stages of the customer's life cycle. Priorities will include smooth onboarding, timely delivery, and courteous support throughout the customer lifecycle resulting in increased customer satisfaction, loyalty, and retention. The Customer Care Coordinator helps our company live up to our promise of an excellent customer experience as heard from our customers when they say.

REPONSIBLITIES:

• Deliver world-class customer care to Enterprise customers across multiple regions.
• Build sustainable relationships with customer accounts through open & interactive communication.
• Handle incoming calls, emails & chat from customers asking for help with their account, services, or other requests of Conterra.
• Make outbound calls to customers to welcome them as new customers, inform them of changes at Conterra, or to follow-up on a customer request.
• Take ownership of the customer's problem and be their single point of contact.
• Professional communication with internal and external customers.
• Assist customers with billing inquiries related to billing statements, charges, and online portal.
• Update customer billing information – billing address, payment methods, and contact information.
• Process payments over the phone, email, and chat.
• Address cancellation inquiries regarding account closure, contract terms, and cancellation fees.
• Coordinate, gather and submit complete order packages from Sales Team to Service Delivery.

SKILLS / QUALIFICATIONS:

• Communication Skills – Clear verbal and written communication abilities
• Customer Service Experience – Prior experience in a customer-facing role (telecom experience preferred)
• Problem Solving Skills – Ability to analyze customer issues & find appropriate solutions quickly & efficiently.
• Ability to multi-task, prioritize & manage time effectively.
• Patience and empathy – Remaining calm and composed especially when dealing with challenging situations.

EDUCATION / CERTIFICATIONS:

• High School Diploma – Some college preferred.