CSR is responsible for taking inbound calls from customers who are having technical difficulties with their television or tablet. This call type requires that the CSR be able to effectively troubleshoot through a variety of technical issues in order to solve customers’ problems, as well as provide warranty service, and data entry for parts orders.
Skills required:Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanorDeliver an outstanding customer experience demonstrating engagement and interest in the customer’s situation, by asking questions and actively listening to validate information and determine your customer’s needsAble to establish connection and confidence with the customer to fully resolve the customer’s technical issue on the phone or by scheduling a service appointmentEffectively follow and execute actions using tools and resources located in the systemWork in a team environment by supporting and assisting other team members as requiredDemonstrate a professional and courteous attitude with customers, co-workers and site leadership as well as adhereDetermine when a call or certain decisions need to be escalated Computer proficiency with MSTechnical: Understands new technologies used with products, i.e. familiar with cable, satellite, and other TV transmission technology/applicationsSAP experience preferred
Must be willing to work flexible schedule including weekends