Rep 1 Customer Care

*What's the role?
• As the Representative 1 Customer Care, you will be responsble to handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offer alternative solutions where appropriate with the objective of retaining customer's business. Handle business transactions in connection with activation of new customer accounts on a computer terminal. Communicate with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Make financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. Have broad working knowledge of Liberty practices and operations and demonstrate continued and consistent proficiency in most of the skill sets utilized within the Host Call Center. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. May assist in training new employees. Perform other duties as assigned by management.
• How can you add value?
• Essential
• Duties
• and
• Responsibilities
• include,
• but
• are
• not
• limited
• to,
• the
• following:
• + Answer customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• Responsible for improving customer retention through programs and service provided to the customer.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests. Continually maintain working knowledge of all company products, services and promotions.
• Make recommendations according to customer's needs on features, accessories, upgrades and rate plans.
• Utilize operational systems to process purchases of Liberty products and services; i.e. collections, payments for Wireless bills and accessories.
• Coordinate system functions on all opening, closing, and balancing procedures to according to finance guidelines
• May sell and provision wireless services, products, features, equipment and accessories.
• May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
• Perform over the counter exchanges of customer defective equipment. Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotion display and workstation.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.
• What do you need?
• Education and/or Experience:
• High school diploma. Associate degree preferred
6 months of experience operating a computer in Windows based environment.
• Other Qualifications:
• + Fully Bilingual- Spanish-English
• Specific job assignments may require day, evening, weekend or holiday hours.
• Availability to work a flexible schedule which includes all hours of call center operation.
• One-year customer service work and Sales experience preferred.
• Excellent communication and computer skills.
• Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
• May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries,.