Call Center Agent

About the position

As a Telvista Call Center Agent, you will play a crucial role in delivering exceptional customer service, troubleshooting technical issues related to specific telecommunication devices, and actively engaging in sales activities. Your primary responsibilities include addressing customer inquiries and concerns with professionalism and efficiency, offering technical assistance to resolve device-related issues, and promoting sales opportunities by identifying customer needs. This role requires excellent communication skills, a customer-centric approach, and the ability to navigate and contribute to both service and sales aspects within a dynamic call center environment. Successful candidates will excel in building rapport with customers, meeting sales targets, and ensuring overall customer satisfaction.

Responsibilities

• Handle inbound customer calls professionally and courteously.
• Address customer inquiries, resolve issues, and provide information regarding products and services.
• Ensure customer satisfaction by actively listening, first-call resolution through problem-solving, and responding to customer needs.
• Promote and sell telecommunications products and services to meet or exceed assigned sales quotas.
• Identify upselling and cross-selling opportunities during customer interactions.
• Effectively communicate product features and benefits to customers to drive sales.
• Diagnose and troubleshoot issues related to television cable boxes.
• Guide customers through step-by-step solutions for technical problems.
• Provide remote assistance to ensure proper functioning of cable box features.
• Assist customers with setting up and configuring internet routers.
• Troubleshoot connectivity issues and address concerns related to internet speed and performance.
• Educate customers on basic router maintenance and troubleshooting procedures.
• Resolve technical issues with mobile devices, including smartphones and feature phones.
• Assist customers with device setup, configuration, and usage instructions.
• Troubleshoot mobile network connectivity problems and offer solutions.
• Adhere to sales and customer service policies to ensure consistency and quality service.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Stay updated on product knowledge, sales techniques, and troubleshooting procedures.
• Participate in ongoing training sessions to enhance skills and keep up with industry trends.
• Collaborate with team members to share best practices and contribute to a positive work environment.
• Provide support and guidance to colleagues when needed.

Requirements

• Minimum high school diploma or equivalent.
• 12 months of customer service experience.
• 12 months of sales experience.
• One-year certificate completion from a technical school or one-year related experience and/or training or equivalent combination.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to effectively present technical information clearly and concisely.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percentage.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to isolate root causes according to a prescribed set of guidelines, matching solutions to identified issues.
• Ability to listen and respond while keying into an automated system.
• Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment).
• Able to accurately type 25 wpm.
• General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance