Call Center Agent

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Associates degree

Last Active

March 27th, 2024 (32 days ago)

Member Since

July 12th, 2018

Profile Description

Tier 1 Agent
? interacting with customers in an efficient way to provide solution and process information in response to inquiries, concerns, and requests about their cable, phone, and internet service
? managing high volume of inbound calls in a timely manner
? opening and maintaining customer accounts by recording account information
? diagnosing and fixing technical issues of customers cable, phone, and internet service
? handling and resolving account payment discrepancies, issue invoices, and update financial statement in CRM
? analyzing customer needs and recommend potential products and services which will enhance and improve customer experience on their cable, phone, & internet service
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SME (Subject Matter Expert) ? providing support, assistance and up to date information to tier 1 agents regarding policies, procedures, call flows, in depth details about the product(s)/service(s),strategies in handling and resolving customer issues ? assisting in quality monitoring and handling supervisory/managerial calls when required ? second in command in the team providing back up to the supervisor and in charge of maintaining the stats of the individual as well as for the team ? collaborating with the supervisor in answering tier 1 agent queries, organizing teaUpgrade to see actual infoetings & activities, administering coaching to agents
Tier 2 Agent/Escalations
? receiving and resolving escalated calls from representative when customer requests a supervisor/manager.
? processing and handling special accounts and calls such as escalations or legal issues
? following through on every phone call without having to transfer caller to another company representative. When answer is unknown, researches answer and then follow up with customer in a timely manner.
? monitoring and recording customer complaint activity for all product lines and data collection purposes.
? identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
? updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly