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Customer Advisor

GreatCall – Carlsbad, CA

POSITION: Customer Advisor

PAY: $18.00/hr plus comprehensive benefits package

DEPARTMENT: Customer Service (310)

REPORTING SUPERVISOR: Supervisor, Customer Service

DIRECT REPORTS: No

FLSA: Non-Exempt

EMPLOYMENT STATUS: Direct Hire

TRAVEL REQUIREMENTS: Not applicable

SCHEDULE: Must be willing to work various shifts including days, evenings, weekends and holidays

HOURS OF OPERATION FOR CUSTOMER SERVICE: 5am - 10pm, 7 days a week


ABOUT THE TEAM

The Customer Advisor team is dedicated to delivering a superior service experience and enhanced product value to each of our customers. The team offers assistance on a wide range of needs from general billing to product and service review and specialized service support. In alignment with our companys core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.

ABOUT THE JOB

As a Customer Advisor, your role is to respond to a high volume (approximately 50-100 per day) of inbound customer calls providing support in the areas of billing and usage inquiries, service plan changes, retention, and reinforcing the value of services by identifying and proposing additional products. The Customer Advisor must have the ability to listen to customer needs and provide first call resolution. The ability to listen to customers needs, resolve expressed concerns, and reviewing the value of unique product and service solutions is the key to success as we strive to continuously improve quality and retain customers in a competitive and rapidly changing health and safety industry.


RESPONSIBILITIES

  • Respond to high volume of inbound calls from new and/or existing subscribers, providing customers with relevant, accurate information on products and services
  • Research and resolve general service, billing, and support issues
  • Propose new products and value added services to both new and existing customers
  • Attempt to retain/save customers calling to cancel
  • Conduct Tier I troubleshooting for all GreatCall products and services
  • Protect Customer information by adhering to all Federal and State regulations(i.e., CPNI and HIPAA)
  • Update and maintain confidential service and personal health data provided for customers
  • Initiate customer contact via outbound calls to gather program/account specific information
  • Listen and respond appropriately in all customer interactions by researching, problem solving, and resolving customer issues
  • Adhere to schedules and manage time effectively to achieve monthly and quarterly performance goals
  • Demonstrate high standards of professionalism and integrity by consistently adhering to the company s policies at all times
  • Other duties as assigned


QUALIFICATIONS

Education: High school diploma or GED required

Experience:

  • Minimum 1 year of customer service and/or call center experience required
  • Prior experience working in a call center preferred
  • Prior experience within the wireless or telecommunications industry preferred

Knowledge/Skills/Abilities:

  • Type at least 40 WPM
  • Analytical skills
  • Computer skills including Microsoft Office
  • Handle difficult customer interactions in a professional manner

Personal Attributes:

  • Listening skills
  • Ability to learn on the fly
  • Ability to manage conflicts
  • Customer focused
  • Results oriented
  • Problem solving skills
  • Tenacious
  • Ability to multi-task
  • Must be reliable, efficient and flexible

Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.

Keywords: retail, clerical, data entry, client services, patient services representative, rep, associate, agent, specialist, phone, customer service, customer

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