Customer Care Specialist

Sioux Falls, South Dakota, United States Full-time

Now hiring for Evening and Weekend Shifts!

 

This position exists to take inbound service calls of every call type. Call types supported include customer service calls, cable, phone and internet trouble shooting calls as well as sales related calls.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Supports billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and prorations when changes are made to the package.
  • Proactively analyzes the customer’s account, and educates the customer on other services that might be of interest.      
  • Accurately access customer’s needs and issues to recommend the features, benefits and value of Vast’s product offerings specific to this customer.    
  • Supports cable product, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.
  • Supports the internet product by troubleshooting internet connectivity issues; setting up e-mail accounts in outlook/outlook express; and supporting Windows and MAC operating systems.
  • Supports the phone product by educating the customer on the use of the service; setting up features, troubleshooting dial tone situations and poor sound quality.
  • Troubleshoots cable issues, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.
  • Solid performance against the critical metrics of the position. This is defined in reference to statistically charting the performance of their entire team (sales or service). Average (or mean) performance will be defined through a standard deviation analysis. Performance to successfully achieve advancement to the six month assessment level will be defined as no less than one negative deviation from the average or mean (in comparison to the results of the entire team). This average will be determined by reviewing scorecard performance for the prior three months.
  • Solid attendance performance, evaluated by consistent adherence to attendance guidelines

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

 At least one year of customer service experience required, with prior call center experience a plus.

  • Must possess a high school diploma, and technical education beyond high school is strongly preferred.
  • Must possess excellent communication skills and be able to communicate and present effectively on the telephone.
  • Must possess the ability to learn basic troubleshooting
  • Ability to communicate technical information to a non-technical audience.
  • Must possess the ability to read and interpret documents, such as safety rules, product information and training materials.
  • Ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions and decimals.
  • Ability to define problems, collect data, establish facts, and solve practical problems.

Computer Skills:

  • Ability to use Word processing, Internet software and e-mail.
  • Must be capable of becoming proficient in the use of the billing system and tools used to support the customer (training provided).

Physical Demands/Working Conditions:

The physical demands 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.

  • Must be able to perform computer functions and operate routine office equipment.
  • Must be able to perform moderate walking throughout the call center.
  • Must be able to sit for extended periods of time.

Vast Broadband is an equal opportunity employer.