Customer Care Specialist assisting diverse clients with Skello software support and solutions. Ensuring customer satisfaction through excellent service and team collaboration in the Spanish market.
About the role
- Customer Experience Specialist providing support for billing, repair, and account inquiries for Blue Ridge Communications. Responsible for achieving performance metrics and enhancing customer satisfaction.
Responsibilities
- Providing support to Blue Ridge customers for billing, repair, retention and sales calls
- Troubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize customer experience;
- Communicate information and directions to the customer in an organized and concise manner
- Educating customers about the features and benefits of our products and services and consistently promoting self-service options to improve customer experience
- Explaining account information to customers with a focus on first-call resolution; Customers do not want to have to call us multiple times - Own the interaction, answer the question, and fix the problem
- Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
- Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction
- Positively contributing to our team culture
- Consistently maintaining product knowledge and actively participating in training and coaching sessions
- Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program
Requirements
- H.S. Diploma or G.E.D.
- Established residency in Pennsylvania
- Valid PA Driver’s License and good driving record
- Previous Customer Service and/or Sales Experience a plus
- Bilingual Spanish a plus
- Working knowledge of Microsoft Office Programs and Outlook
- Excellent Communication Skills –Oral and Written
- Strong Computer Skills
- Ability to provide regular, consistent, and punctual attendance-Must be available to work overtime when needed
- Ability to build positive rapport quickly with customers
- Ability to multitask without sacrificing work quality
- Ability to travel to the Lehighton Call Center for training / as required
- Willingness to work as part of our successful team
Benefits
- Health insurance
- Paid time off
- Tuition reimbursement
- Employee referral program
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Customer Care role providing support and guidance for clients using Skello's SaaS product. Collaborating with various teams to improve customer satisfaction and product experience.
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