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Customer Care Representative
Ref No.: 18-00078
Location: Arab, Alabama
Position Type:Right to Hire
Start Date: 02/13/2018
 Responsibilities
•    Respond to customer requests regarding EarthLink's products and services, process/procedures, billing, and repair requests.
•    Troubleshoot and resolve customer problems quickly and completely. 
•    Educate customers on benefits of EarthLink's products and services and effectively cross/up sell services.
•    Process customer change requests to change customer accounts using the order process system.
•    Respond to customer requests via voicemail, email, and regular mail.
•    Prioritize work to meet or exceed customer expectations as measured by our customer satisfaction metric indicators (CSAT). 
•    Become a customer advocate, driving for resolution and representing the needs of the customer in situations that may require engagement of multiple departments. 
•    Work in partnership with other EarthLink service/repair-related departments to resolve customer issues.
•    Must be able to effectively build and maintain both internal and external customer relationships. The Care Representative will foster a positive relationship within the organization and demonstrate the Earthlink Values and Brand at all times. 
•    Care Representative must demonstrate the ability to successfully identify revenue and retention opportunities with a solutions selling approach. Representatives must be able to effectively use selling skills to achieve a minimum expectation for upsell conversions rates based on the current product/service offerings available in Care. 

Qualifications
Required Skills/Competencies:
•    2+ successful years in a call center environment.
•    Effective verbal and written communication skills. 
•    A true passion for customer service – feeling satisfaction that you were able to help someone, especially with difficult situations.
•    Outstanding time management and work prioritization skills. You should be someone who enjoys toggling through multiple screens, having a full "to-do” list, enjoy constant contact and talking to many different people each day.
•    Intermediate –level competence using a Windows-based environment.
•    Ability to investigate and understand a customer issue.
•    Ability to educate customers on the telecom solutions that EarthLink offers.
•    Be exceptional at diffusing tough situations by using various communication methods/strategies depending on the audience.
•    Demonstrated customer responsiveness and ability to generate customer confidence as measured in our customer survey results. 
•    Demonstrated insight and judgment in knowing when and how to seek help.
•    Comfortable working in a structured environment.
•    Self-confident with a can-do attitude and keen interest in taking on and surpassing challenges.
•    Excellent selling skill to achieve expected sales conversion rates when Upselling products/Value Added Services available to the Care team.