PRIMARY DUTIES AND RESPONSIBILITIES: This position will have you answering inbound customer service related calls to assist current satellite TV customers. Working independently in a work at home environment, calls will be heavy in up-selling products and services, verifying customer accounts, explaining/answering billing and other miscellaneous customer service questions. WHAT TO EXPECT IN YOUR DAY-TO-DAY JOB AS A CUSTOMER SERVICE & SALES REP: · Greet customers in a courteous, friendly, and professional manner. · Navigate through computer systems to access customer account and billing information. · Clarify customer requirements; confirm understanding of requirements or problem; Confirm customer understanding of the solution and provide additional customer education as needed. · Make product suggestions and changes to service based on current viewing habits of customer. · Meet customer requirements through first contact resolution. · Prepare complete and accurate work. · Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. · Offer solutions to issues that are often non-standard/non-routine and require some clarification. · Maintain broad knowledge of client products and services. · EDUCATION AND EXPERIENCE: · High school diploma or equivalent experience. · Prior customer service and sales experience required. CANDIDATE PROFILE: · Excellent communication skills and attention to detail. · Ability to develop customer rapport and overcome objectives. · Strong customer interaction/soft skill experience with emphasis on closing sales. · Ability to comfortably navigate in multiple windows based applications simultaneously. · Tolerance to work in a repetitive, fast paced, high production work environment. · Ability to remain calm under pressure and work independently. · Willingness to rotate shifts, as needed.
WORK AT HOME ENVIRONMENT, PHYSICAL & OTHER REQUIREMENTS: Ability to perform light hand activity work at a dedicated home computer/telephone space with adequate work surface. Position is primarily sedentary. Work area must be quiet, free from background noise and distractions TECHNICAL REQUIREMENTS: · A PC that meets the requirements of the Home Agent platform. PC must have a vendor manufactured date less than six years in age. (Example: If today's date is 1/1/2012, the PC manufacture date should be no older than 1/1/2006). You will be able to test your PC during the online application process. · 3.0 GHZ Processor (minimum of a Pentium 4 processor or equivalent processor running at a clock speed of 3.0 GHZ) · 2 GB RAM and 12 GB of available hard drive space · High speed Internet access (DSL or Cable only). · An Internet Service Provider that Supplies 2 or more IP addresses OR an Internet Service Provider that supplies 1 IP address and is connected to a router. · Analog headset with a built-in digital signal processor and a specified 8 GB flashdrive will be required upon employment. · A telephone with a mute button to be utilized during training, team meetings, and individual coaching and technical support sessions. · Power Bar/Surge Protector that is UL 1449 Recognized.
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