Job Description
Job DescriptionResponsibilities
· Services existing accounts and answer inbound calls
· De-escalate client concerns and empathy as you schedule technicians to roll out for a trouble call.
· Initial capture of information and scheduling of service calls
· Upon training, resolve some client complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
· Tier 1 client phone support. As needed, gather as much data on troubles to assist field staff to help complete trouble call.
· Outbound calling to existing clients for client satisfaction surveys
· Outbound calling to existing clients for upgrade opportunity
· Outbound calling to existing clients for maintenance plan opportunities.
· Provide product education
Skills
· College Graduate Preferred
· Calm, empathy, solution-oriented, positive approach to client communication
· 5+ years of experience in a multi-product company with direct client interaction experience on the phone.
· Organized and effective time management.
· Ability to deliver consistently on reporting requirements and activity sheets.
· Ability to multitask, react and redirect as necessary.
· Commitment and enthusiasm to participating in a high energy environment committed to success and growth.
· Proficient in Microsoft Suite of Products
· Must have excellent communications skills; excellent command of the English language
· Excellent follow-up skills and attention to details with a focus on setting goals and deadlines.