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Jobs at Phone.com INC

Customer Service Representative - San Diego

Location: Poway, CA

Type: Full Time

Min. Experience: Experienced

Company Overview

A growing and venture capital backed cloud-based phone service provider that serves over 29,000 small business customers. We have been in business almost 10 years and have been on the INC5000 list of fastest growing companies for the last six years in a row.
Learn more about us at http://www.phone.com/about 

We have award winning customer support and a small business family atmosphere with career growth. You must have experience in a call center or customer service environment and bring some exposure to WiFi, routers, and computers in order to provide technical application support to our small business VoIP customers. Come build your career and be part of a great team!

Job Summary

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.

Responsibilities and Duties

  • 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

Qualifications and Skills

  • High school diploma or equivalent
  • Bilingual (English/Spanish) preferred
  • 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

Benefits and Perks

  • EMPLOYER paid (100%) Medical, Dental, Vision benefits for you and your immediate family! 
  • Weekly service rewards
  • Free snacks and beverages for all! 
  • Weekly catered lunch
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