Job Details
**Customer Service Agent**
* Company:
* Updated: 2/21/2022
* **Location:** Fayetteville
* **Status:**
* **Salary:**
* **Job Level:**
* **Region:**
* **Category:**
**Description:**
The position is Monday - Friday / 10am - 7pm
POSITION SUMMARY
OzarksGo is a growing company providing internet, television and phone service to residential and business customers across the Northwest Arkansas and Northeast Oklahoma region. This position is performed in a call center environment, troubleshooting first tier technical issues for television, internet, and landline phones. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of OzarksGo and ensuring issues are addressed consistently with company policies and practices. The purpose of this positions is to provide a world-class experience and quality customer service to perspective and current customers of OzarksGo.
REPORTING RELATIONSHIPS
Reports to: Member Relations Supervisor
MAJOR RESPONSIBILITIES
Educates residential customers and potential customers about the use of products and additional service opportunities.
Work in an energetic call center environment answering inbound customer calls and conducting outbound calls concerning inquiries about one or more products or services.
Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities.
Assist customers via email, live chat, and on the phone.
Solicits sale of new or additional services and/or products.
Support customers with product and service solutions.
Properly creates and processes applications for service, service upgrades, downgrades, and disconnects.
Accurately document customer account records based on actions taken.
Resolves basic customer issues or requests.
Inform customers of various payment plans or outside assistance programs as they may apply to their needs.
Offer alternative solutions (where appropriate) with the objective of retaining a customer's business.
Advises supervisor of ways to better handle customer calls through improvements to equipment, training, support materials, computer programs, and procedures.
Accurately analyzes and collects any past due balance from the customer in accordance with established procedures.
Ensures inquiries other than those that are routine are promptly transferred to appropriate department for resolution.
In addition, other duties of equal or lesser skill may be assigned by the designated supervisor to meet emergencies or other operating needs.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.
The Customer Service Agent may be required to perform any other duties assigned to fulfill the objectives of OzarksGo.
EXTERNAL CONTACTS
Member and/or subscriber's: Responds to request or inquiries for service
POSITION SPECIFICATIONS
Education, Job Knowledge, and Training: Requires high school diploma or equivalent and two to five years of experience in customer service or related field.
Equipment Operated: Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, computer printer, and credit card machine. Must have valid driver's license without violation, which would prohibit insurability.
Abilities and Skills: Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires ability to effectively present information, orally and written, and respond to questions from customers and general public. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires efficient and accurate handling of money and applying money or credit to members' accounts. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.
Physical Effort: This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position.
Working Conditions: This position is performed in an office environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional travel for training may be required. This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.
The physical activities and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.