The position is responsible for providing superior customer service for every customer that contacts the Customer Care Center. The role consists of assisting customers with inquiries concerning account information and services. Required skills include being receptive, competent and analytical to resolve customer related questions and issues. The ideal candidate will be able to interact effectively with customers while providing a positive experience.
Essential Job Duties:
Answer incoming calls regarding service, general billing, cancellation requests and product questions
Make outbound calls to follow up with customers regarding service, general billing, cancellation requests and product questions
Analyze customer accounts and determine appropriate resolution
Process payments and service orders
Report power outages and temporary disconnects/reconnects the to TDU’s
Provide customer support to our residential customer service team
Process small business (SMB) documents pertaining to Transfer of Ownership (TOO) and Transfer of Service (TOS) for new and existing customers
Process small business (SMB) cancellation documents for new and existing customers
Process customer correspondence (mail/email) for business and residential customers
Must exhibit excellent customer service interpersonal skills
Must have the ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers
Must have the ability to communicate effectively with customers, both orally and written
Experience using telephone equipment, computers and various other office products such as MS Outlook, Word, Excel and PowerPoint
Excellent computer software navigation skills
Must be able to work in a fast paced call center environment
Ability to work independently or with a team and self-motivate
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ACS Group is a premier provider of IT Consulting, Engineering Consulting, Healthcare, Talent, and Workforce Management Solutions to Fortune 1000 companies globally. ACS Group conducts business through five operating brands – AIC, Analysts, ComforceHealth, MassGenics, and HireGenics – each with a specialized business focus. Our operating brands have provided targeted services and solutions for more than 50 years. ACS Group has grown to over $700 million in revenue with more than 12,000 employees and consultants worldwide. Recognitions include: #1 Largest Minority-Owned IT Consulting Company in the U.S. (2016 SIA); Inavero’s Best of Staffing® Client Diamond Award (2017). ACS Group is a certified MBE organization, and operating brand, HireGenics, is an NMSDC Corporate Plus® member. Headquartered in Atlanta, Georgia, ACS Group has offices across the U.S., in India, and an international presence in Canada and Latin America.