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  • 151 Spring Street
    Chantilly, VA 20170

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Customer Service Representative

PrideStaff • Chantilly, VA

Posted 2 months ago

Job Snapshot

Full-Time
Experience - 1 years
Degree - High School
Entertainment, Internet - ECommerce
Customer Service, Telecommunications

Job Description

Summary:  Customer Service Representative 

This position exists to provide customers with tier 1 support in response to inquiries, concerns and requests regarding products and services. Inbound and outbound calling and e-mails to customers, primarily skilled for billing and trouble call types. Tier 1 specialists will also take inbound sales, upgrade orders, retention and downgrade calls.

Main Job Tasks and Responsibilities:  Customer Service Representative 

  • Deal directly with customers and affiliates primarily by telephone and electronically, with the potential of face to face.
  • Verify and respond promptly and professionally to all customer inquiries.
  • Professionally handle and resolve customer complaints.
  • Obtain and evaluate all relevant information to handle product and service inquiries.
  • Provide inbound sales support and order entry to interested affiliates and residential subscribers in response to marketing efforts.
  • Process orders, forms, applications, and requests.
  • Organize workflow with internal and external staff or affiliates to meet customer timeframes and expectations.
  • Direct and follow up on requests and unresolved issues assigned to the designated resources.
  • Manage customer accounts by keeping records of customer interactions,  transactions, inquiries, comments, complaints, and actions taken.
  • Comply with laws required to maintain customer’s privacy, databases, and related documentation.
  • Provide feedback on the efficiency of the customer service process.
  • Other duties and projects as assigned.

Job Requirements

Education and Experience:  Customer Service Representative 

  • High school diploma, general education degree or equivalent.
  • 1+ year of cable industry experience in a customer service or help desk capacity experience appreciated, but not required.
  • Some experience with multiline telephones and online ticketing systems helpful.
  • Knowledge of technical support issues related to Internet connectivity and PC/mobile/smart device troubleshooting and configuration experience a plus.
  • Experience with Internet Explorer, Microsoft Office, and relevant computer applications.
  • Ability to type at least 35 WPM.
  • Knowledge of administrative procedures and processes.

Key Competencies:  Customer Service Representative 

  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Pleasant, patient and friendly attitude.
  • Strong decision making and analytical abilities.
  • Strong detail orientation, interpersonal and listening skills.
  • Customer service orientation.
  • Adaptability, flexibility and multi-tasking skills.
  • Initiative and a highly developed sense of integrity and commitment to customer satisfaction.
  • Stress tolerance.
  • Team player.
  • Punctuality.  
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Possess a strong work ethic and team player mentality.
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