Retail Customer Service/Tech Support

Vaco - Naples, FL

Full-time - Entry Level

Naples, FL

Administrative and Support Services

About the position

The Retail Customer Service/Tech Support position focuses on providing exceptional customer service and technical support in a call center environment. The role involves resolving customer inquiries, complaints, and billing issues while maintaining a high level of professionalism. The position requires effective communication skills and the ability to retain customers by offering solutions and support for various services and products.

Responsibilities

• Greet customers in a quick and friendly manner.
• Answer customer requests by telephone or in person regarding service offerings, equipment, and billing.
• Accept and process payments, following up with proper internal/external documentation.
• Provide Tier 1 technical support, including basic service troubleshooting and rebooting equipment.
• Improve customer retention and sales by offering programs and services to customers.
• Follow through on customer/client requests or inquiries concerning services, products, billing, and equipment.
• Maintain a working knowledge of all company products, services, and promotions.
• Utilize the billing system to initiate and complete service orders and handle customer requests.
• Maintain customer accounts and billing information accuracy with no errors.
• Respond to customer requests for information regarding billing accounts and issue credits where necessary.
• Initiate outbound calls to current customers to ensure satisfaction and sell new services.
• Maintain confidentiality of customer information and proper documentation in customer files.
• Practice organization and time management skills, including prioritizing work and requesting additional work when appropriate.
• Ensure workstation is maintained in a clean and professional manner.

Requirements

• Minimum four years previous customer service experience including promotional offerings, products, and billing.
• Minimum one year previous customer service and data entry experience with a cable, internet, and telephone provider.
• High school diploma or equivalent.
• At least 18 years of age.
• Knowledge of how to use a phone in an ACD environment.
• Knowledge of the telephone, internet, and cable industry and how it operates.
• Typing and grammar proficiency.
• Working knowledge of Windows operating system and experience with word processing and spreadsheet software.
• Ability to function as a team player in peer relationships.
• Must have a clean driving record and valid driver's license.
• Must be able to pass criminal background and drug testing.
• Flexibility to work mandatory overtime in order to meet business needs.