Customer Care Advocate

U.S. Telepacific Corp. Stockton, CA
GENERAL PURPOSE

We are committed to personal, professional growth and together we are dedicated to world class service, from start to finish, surpassing all expectations.

We value the customer's time and pride ourselves on first call resolution with a professional, educated, and genuine customer concern.

We actively listen, seeking to understand all points of view. We are authentic; communicating the truth respectfully and doing what we say we will do for our customers.

Our contributions towards high levels of excellence and quality are reflected in our ability to work with others exemplifying cooperation and communication .

Customer care is not a technique, it is our mindset.

SUPERVISION RECEIVED:

Works under the supervision of the Supervisor, Customer Care

SUPERVISION EXERCISED

None

ESSENTIAL DUTIES AND RESPONSIBILITIES

A. Customer Service

* Deliver Excellent Service to internal and external customers.

* Seek to understand customers' needs.

* Mutually agree on your customer's requirements and performance expectations.

* Ensure your performance meets and exceeds your customer's expectations.

* Answer customer calls promptly and professionally, each with in 30 seconds.

* Ensure each call meets or exceeds all Quality Measurements.

* Complete all customer related work cases in alignment with Closure Rate and Aggravation goals.

B. Technical Operation Functions – Customer Calls

* Log into ACD as scheduled or as needed

* Support billing related requests for all products according to Skills

Based routing in ACD for all customer bases

* Ask direct questions to ensure customer's true needs are uncovered

* Create case for every customer bill dispute and/or request

* Maintain an agreed upon method of communication with customer

* Maintain agreed upon status times for follow up with the customer

* Exceed completion time of billing dispute and/or billing request

* Work to resolve case within target closure rates

* Escalate service and/or billing issues per established escalation procedures.

* Ensure all cases and escalated billing disputes are provided the highest attention to bring expedient resolution

* Serve as a source of Feedback to Care Management for individual coaching and team development

* Document / record all customer contact information.

* File/Scan all customer documentation related to Service Request.

* Revise and update customer account information, when applicable.

* Account for every call with Wrap Up codes when applicable

* Log into ACD to serve as Collections Overflow as needed

* Process customer payments according to established internal process

* All customer payment information to be kept confidential

* Account for every call with Wrap Up code or Remedy Case when applicable

* Support Move, Add, Change and Disconnect requests for all products according to Skills Based routing in ACD for all customer bases

* Ask direct questions to ensure customer's true needs are uncovered

* Educate customer of fees and approximate delivery time of products and/or service request.

* Process customer request accordingly i.e. create MACD in TPICE or CMS, create Disconnect order in TPICE or CMS, submit Disconnect request via Remedy ticket forward Disconnect notice to Retention via email …etc

* Account for every call with Wrap Up codes when applicable.

* Log into ACD to serve as CTSC technical support as needed

* Ensure accurate input of account profile information.

C. Technical Operation Functions - Remedy Ticket Management

* Respond to assigned ticket in support of customer base

* Manage tickets per guidelines and within targeted intervals

* Make outbound calls for customer follow up ticket management

* Engage other internal departments as necessary to successfully manage tickets to completion

* Follow up with customer to resolve tickets as per guideline(s)

D. Upsell & Sales Leads

* Identify existing customer business needs; proactively seek opportunities to up-sell TelePacific products to existing customers.

* Through incoming Sales call, Qualify all Sales Leads according to Business Rules and warm transfer to Hotline or Acct Manager

E. Peripheral Duties

* Adhere to all established company and departmental policies and procedures.

* Demonstrate a sense of ownership and urgency in resolving customer service and billing issues.

* Code calls accurately when applicable.

* Adhere to assigned work schedule.

* Conduct a professional business relationship with internal and external TelePacific customers at all times

* Aggressively and proactively provide a high level of customer support to all accounts by interfacing with all TelePacific Departments and their team members.

* Represent TelePacific with a professional demeanor at all times.

* Continually identify ways to improve and streamline the processes related to customer satisfaction.

* Perform all other duties as deemed by Management.

DESIRED MINIMUM QUALIFICATIONS

Education and Experience:

* High School graduate or equivalent

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

* Professional telephone etiquette.

* Account Receivable / billing experience preferred.

* Telecomm experience, preferred.

* Data knowledge, preferred.

* Familiarity with computer keyboard and ability to type a minimum of 30 accurate words per minute

* Proficient in Microsoft ie Word, Excel, Outlook ..etc.

* Ability to multi-task and be flexible with work schedule

* Meet or exceed monthly performance standards.

Analytical or creative skills

* Ability to solve problems

* Ability to work in stressful environment

* Ability to stabilize negative situations

* Flexible towards change

SPECIAL REQUIREMENTS

None

TOOLS AND EQUIPMENT USED

Computer, database and spreadsheet programs; calculator, telephone, headset, copy, fax and scanning machine

PHYSICAL DEMANDS

* 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.

* While performing the duties of this job, the employee is frequently required to sit and talk or hear.

* The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

* The employee is required to sit for a long periods of time. The employee is required to remain seated and connected to the ACD phone via headset throughout their shift.

* The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* The noise level in the work environment can fluctuate

SELECTION GUIDELINES

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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