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Customer
Service Representatives |
Job
Duties and Responsibilities: |
Wilco
customer service representatives serve as the primary contact
with existing customers providing general account support
primarily for service calls, cable troubleshooting, upgrading
customers to digital services, and support on all Wilco
services.
• Maximizes Company revenues using appropriate sales
and customer service techniques, ensuring that customers
are fully informed about our range of products. Maintains
or exceeds minimum sales and service standards.
• Responds courteously to telephone inquiries from
existing and potential customers; promotes a friendly exchange
of information with customers regarding their services/subscriptions
on all customer contacts. Understands, promotes and sells
services, and using appropriate transitional selling techniques,
expands service subscriptions in all customer contacts when
possible.
• Maintains customer accounts - verifies and updates
information. Gathers and processes information regarding
necessary repairs/work orders, or billing issues; may prepare
written correspondence to customers regarding billing and
service issues.
• Interacts with subscribers on service calls, billing
issues, credit issues and overall satisfaction of Wilco
services. Tracks and reports recurring customer issues to
improve overall service to customers.
• Supports service calls by determining if a field
visit is required. Prioritizes importance of field service
calls and may dispatch technicians accordingly.
• Makes outbound calls to customers as needed, including
customer follow-up on new activations of service.
• Ensures follow-up on all customer related issues,
including processes involving other departments.
• Performs other duties as required.
Preferred Qualifications:
• Previous customer service experience
• Knowledge of cable operations and customer service
processes
• Previous experience working on phone systems with
workforce management
• Bilingual language skills (Spanish) a plus
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