Job Description & Responsibilities:
Customer Service Representatives responds to customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner. Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments. Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations. Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support). Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections/reconnections as required. Maintain accurate and detailed records of all customer interactions and transactions within the CRM system. Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies. De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure. Collaborate with other departments to ensure timely and thorough resolution of customer issues. Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.
Qualifications:
High School Diploma or equivalent. Minimum of 6 months of customer service experience. Must be 18 years of age or older. Ability to type at least 25 words per minute. Comfortable with desktop computer systems and have general knowledge of Windows-based systems. Customer service and/or sales experience preferred. College degree preferred but not required. You most live in the State of Georgia Key Competencies: Process Excellence: Demonstrate commitment to following established procedures and be customer service driven. Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals. Communication: Outstanding communication, listening, and analytical skills. Organizational Skills: Strong organizational and problem-solving skills. Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused. Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts. Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making. Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience. Work from Home Requirements: Internet Requirements: Minimum subscribed download rate equal or exceeds 15.0 Mbps Minimum subscribed upload rate equal or exceeds 5.0 Mbps ISP must have no packet loss and ping under 50ms Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN Proof of internet speed required Clean and quiet workspace
Salary:
Depending on Experience