Customer Service Representative I

Job Purpose

Responsible for providing quality customer service via phone by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner.

Essential Duties

• Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills.
• Open trouble tickets for specific customer issues.
• Explain product options and related charges clearly and concisely.
• Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
• Take customer payments or offer other payment options for the customer.
• Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed.
• Maintain quality scores and call center metrics.
• Promote self-service tools such as IVR and Web.
• Inform customers of promotions and new or upgraded products
• Quotes rates and encourage customers to utilize prepay options.
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.
• Assist with questions during the Nesting stages of the training process or as needed.
• Access to additional programs/platforms which may include S-Gate
• Performs other related duties and responsibilities as required or assigned

Knowledge, Skills, And Abilities

• Ability to read and comprehend simple instructions and short correspondence
• Ability to write straightforward explanations of trouble tickets submitted
• Ability to ask effective questions and present information clearly and concisely
• Ability to clearly communicate with customers, both verbally and written
• Able to handle sensitive and emotional calls that require empathetic responses
• Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
• Ability to communicate and respond to customers while keying information into system
• Ability to navigate multiple applications in several environments
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must have access to high-speed internet for remote connectivity to Securus network when applicable.

Minimum Qualifications

• High school diploma or GED
• At least 3 months of previous call center and/or customer service experience.

Preferred Qualifications

• 3 years of customer service experience with at least 2+ years call center environment.

Physical Requirements

While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. Occasionally, this position may need to reach, stoop, or kneel.

Salary And Benefits

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $17/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits