Customer Care Agent


Cleveland
Cleveland, Ohio

Last Day to Apply: May 25, 2018

Summary of Duties::

 

Commercial Business to Business Care Representative will engage in inbound and outbound customer care calls, business development and marketing to existing and business leads.

 

Main Responsibilities:

 

·         Follow up on assigned customer leads and business prospects daily through direct contact on multiple channels

·         Deliver exceptional customer care and always resolve any issues or complaints with professionalism and in a timely manner

·         Maintain exceptional performance standards in customer satisfaction and closing customer leads

·         Maintain open communication with management and other team members

·         Build a thorough working knowledge of products, consumer demand, market prices & brand compliance

·         Proactively responds to leads sent from AT&T for information on products and services

·         Achieves sales objectives by promoting and upselling various product and service solutions by value based selling and ROI

·         Ensures first call resolution by satisfying customer requests

·         Assumes full ownership of customer’s requests and ensures they are resolved in a timely manner

·         Performs data analysis of customer’s current service utilization in order to present additional services and special offers that provide an enhanced solution

·         Maintains a high level of competitive and product knowledge, including evolving technology trends in the relevant products and services portfolio you are promoting and servicing

·         Protects brand image

·         Navigates computerized system and accurately enters data

·         Properly recording the call disposition

·         Meets or exceeds business standards for quality and productivity

·         Assists with projects and other duties as requested or assigned

 

Skills and Qualifications:

·         Minimum 2 years of customer service experience

·         Minimum 1 year of business to business experience preferred but not required

·      Front of House Restaurant Sales experience or Mortgage Broker experience may also be considered in lieu of business sales experience

·         Prior call center experience preferred

·         Exceptional written and verbal communication skills in the English language

·         Must be highly organized and able to follow-through

·         Ability to navigate through several web applications simultaneously and enter data at 25 wpm

·         Successfully pass a criminal background check, drug screen, and employment and education verification

  • Must have high school diploma with relevant work experience
  • Experience in an outbound call center or sales environment is an asset
  • Ability to sell and build customer relationships over the telephone
  • Good attentive and active listening skills 
  • Must have good computer skills, including (E-mail, Internet, Windows navigation and file management)
  • Ability to relate well to all kinds of people with various personalities and temperaments
  • Ability to multi task by simultaneously; listening and thinking about  solutions to offer our customers while entering data
  • Effective and accurate decision making skills
  • Flexibility to work varying shifts or additional hours as dictated by business needs
  • Strong time management skills
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