Customer Support Analyst responsible for monitoring indicators and improving customer satisfaction at NIO. Focused on data analysis and enhancing client journeys in the telecommunications sector.
About the role
- Customer Experience Specialist providing phone, chat, and email support for Blue Ridge customers. Troubleshooting and educating customers on services and resolving inquiries in a hybrid role.
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 the 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 the 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, communicate product features and benefits and make recommendations based on the customers’ needs / interests;
- Identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high-quality interaction
- Displaying regular, consistent and punctual attendance; Must be available to work overtime when needed
- 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
- Other duties as assigned
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
- Strong Computer Skills
- Excellent Communication Skills – Oral and Written
- 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 travel to your local office and Lehighton Call Center as needed
Benefits
- Health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
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