General Summary
Answer phone calls, inputting services and covering a full range of services in a prompt and professional manner so callers receive accurate information regarding the resolution of transactions.
Primary Responsibilities
· Offer and sell new services to new and existing customers who call in to inquire
· Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming and/or maintenance information
· Exceed or maintain minimum department standards, i.e.: sales, monitoring, order entry
· Prepare work orders for requests after determining if field visit is required; assure appropriate follow-up procedures are followed
· Accurately document and update records in billing system
· Promote good customer relations through demonstrated sales and telephone handling proficiencies
· Perform related duties as assigned or as the situation dictates
During the trainee period, the successful candidate will:
· Successfully complete new hire orientation and introductory training and Cable Primer Courses
· Demonstrate ability to learn billing screens and system
· Meet established standards within the first six months, i.e.: availability, monitoring requirements, sales goals, order entry and positive performance
· Successfully pass 6-month customer service training test with a score of 85% or better on written test
· Maintain adequate attendance and adherence to Company policies and procedures
Required Knowledge, Skills and Abilities
· Willingness and enthusiasm to learn and apply new sales techniques
· Strong telephone voice in terms of tone, clarity, pronunciation and proper use of grammar
· Detail oriented with a background in problem solving skills and the ability to multi-task
· Excellent verbal and written communication skills with internal and external customers
· Proficient in Windows applications, typing and internet navigation skills
· Work on assigned projects with minimum supervision
· Experience in the area of customer service, sales, payment entry, cash transactions, write-offs, and credit and collections
Education and Experience
· High school diploma or equivalent
· Six months of previous sales, call center and customer service work related experience
· Bi-lingual background preferred
Physical Demands and Work Environment
· Will work on computers while sitting at their desk for extended periods at a time
NOTICE
Insight will only consider those applicants who meet the minimum requirements of the position.
It is Insight policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals to perform the essential functions.
The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel in the job. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
