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Jobs at Phone.com INC

Customer Service Representative

Location: CA

Type: Full Time

Min. Experience: Experienced

Contribution & Purpose

As a customer service representative you are the front line voice of the company to our customers.  In this position you will field in-bound calls, and may also provide customer support via chat, e-mail, and call backs. Service staff handle a variety of issues including billing, service set up and customer education, and basic network troubleshooting.

 

Essential Duties-What you get to do

Day to Day Functions

  • Receive inbound calls, chats, & e-mails for service requests made by active and prospective customers
  • Create & respond to service tickets according to ticket guidelines
  • Diagnose, troubleshoot, resolve, or properly escalate, customer technical support issues
  • Comply with attendance and tardy policy expectations
  • Deliver excellent phone service in accordance with our quality assurance policy
  • Meet minimum standards for call volume as assigned
  • Support team projects as assigned
  • Other duties as assigned

 

Key Qualifications-What you bring to us

  • High school diploma or equivalent
  • Minimum one year of customer service experience, preferably in a specialty retail or call center environment
  • General technical aptitude, basic knowledge of computer networking and routers strongly preferred
  • Ability to type 35+ words per minute and multitask between computer screens.
  • Solid written and verbal communication skills.
  • Ability to manage upset customers effectively.

 

Key Performance Factors

  • Multi-tasking ability
  • Task oriented
  • Good written and oral communication skills
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