Position Description

CUSTOMER CARE REPRESENTATIVE I
Taleo Location TDS Operations
Job Code 843
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Job Summary

The Customer Care Representative I provides service to customers on the phone and in person, creates and maintains customer accounts and enters customer work orders.
 

Duties

  1. Answer inbound calls from assigned queues, follow through with resolutions in a timely manner, and make outbound calls as needed.
  2. Create new accounts and maintain existing account information within the database.
  3. Enter payments and assist with basic billing questions, including entering auto-payment information, and sending notice of expired or declined credit cards.
  4. Enter customer work orders as requested and perform data entry for associated service charges as needed on customer accounts.
  5. Resolve issues as they arise with accuracy and professionalism and perform necessary research to ensure informative communications for effective resolutions.
  6. Transfer calls to assigned individuals and departments and escalate calls to supervisors appropriately.
  7. Review and respond to personal voicemails and e-mails within a timely manner.
  8. Provide professional support to sales, operations staff and other internal constituents as needed.
  9. Participate in departmental meetings on a regular basis.
  10. Perform other duties as assigned

 

Qualifications & Requirements

  • High School diploma or its equivalent;
  • Excellent written and oral communication skills in English;
  • Strong customer service orientation; and
  • Basic computer application skills.
 

Preferred

  • Call center experience
  • Payment processing experience
  • Spanish/English bilingual
 
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