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Customer Service Agent (Internal Promotion)

Are you ready for the next step at PATLive? We are looking for dependable and passionate team members to become Customer Support Agents!

*Internal Posting*

As a Customer Support Agent (CSA) you will provide above and beyond customer service for our live operator and automated system customers. You will handle incoming and outbound customer contact, including phone calls, email, and web-chats. CSA's also uses company resources and Contact Center policies and procedures to provide complete, accurate responses to every customer.

Your role:

  • Identify and handle customer inquiries completely and accurately
  • Resolve customer complaints and problems to the satisfaction of the customer
  • Use customer service skills to optimize the opportunity for each customer contact
  • Educate the customer about the organization’s products and services/features and directs them toward available resources for self-help
  • Complete necessary documentation to manage customer complaints, issues and subsequent solutions
  • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
  • Schedule, assigns or acts on any required customer follow-up in accordance with Contact Center guidelines
  • Maximize opportunities to upsell or cross-sell company products and services/features
  • Enter customer data and other relevant information into Contact Center database or other data repository, as required
  • Suggest process improvements and participates in initiatives for increased effectiveness
  • Use technology tools as directed and within established guidelines
  • Maintain confidentiality of the organization’s customers and data
  • Participate in individual and team training and meetings to ensure knowledge is up-to-date
  • Adhere to work schedule as planned
  • May participate in Account Auditing Team, Live Receptionist Script Team, Live Receptionist On-the-Job Training, Market America Team, Security Team, Voice Talent Team, Number Services Team, or Web Team.
  • Represent Tresta at customer conventions or marketing events
  • and complete all other duties as assigned

 

What we are looking for:

  • Minimum of 3 months as a Live Receptionist II 
  • Six month Performance Review and minimum of six full audits
  • Audit average ≥ 95% for last three audits
  • Attendance Point average ≤ 7
  • No performance related disciplinary action in the last 90 days

Training for this position will be held on January 28th at 10am-2pm

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