Summary: Provide on-line assistance and support to prospective customers and subscribers on product and services that contributes to the growth of the business and builds subscriber retention and loyalty.
Essential Duties and Responsibilities:
(other duties may be assigned)
Interfaces with potential customers and subscribers via on-line chat and email or by phone.
Provides service support across all aspects of the product and service to subscribers, including:
change in services
payments and collections
Attends to subscriber requests and questions concerning the product, service, technology and billing.
Resolves complaints concerning the product or services rendered, referring complaints that are not able too be resolved immediately to designated departments or persons for further investigation.
Delivers a high level of service to subscribers to agreed service levels and standards.
Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technology comfort and know-how- confident in the use and application of standard business software, such as Word processing, Spreadsheets, Accounting software, Internet software, E-mail and on-line chat, Order processing.
Reps must be “Web-Site savvy”, that is adept at using internet technology and automation tools, i.e. pushing pages, using prepared phrases, basic web-site infrastructure, and information locations in order to provide a positive visitor experience. Familiarity with Windows Media Player, DRM technology and license delivery encouraged.
Multi-tasking ability – reps need to be able to simultaneously provide product information, use eSales Engagement skills, and efficiently use traditional sales resources such as marketing collateral and product white papers in order to efficiently and effectively meet visitor expectations.
Typing skills – fast and accurate typing skills are an absolute requirement since engagements depend on prompt, timely dialogue.
Written communication skills – reps must have the ability to communicate online in a conversational manner that promotes dialogue and establishes rapport. Reps must avoid poor grammar, misstatements or lengthy explanation. Online writing necessitates that reps have an aptitude for knowing when to apply the “do’s and don’ts” of online communication. (covered in-depth in eSales Techniques Training.)
Analytical and judgment skills – ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form. Reps need to read between the lines of engagement messages. Visitors don’t necessarily have good writing skills and reps may have to interpret what the visitor is really asking by responding with a clarifying question or statement.
Sales orientation – have a natural sales ability coupled with sales skills necessary to move the visitor past the point of browsing to actually engaging in sales dialogue to further the sale
Service orientation – reps need a “Can-Do” approach in providing assistance and support to customers that builds loyalty and value within the subscriber relationship
Flexibility – reps need to adapt to continual change as the business develops and grows, expanding its product and customer base, and fine-tuning its processes. In addition, the website is an ever changing conglomeration of data which reps must regularly assimilate to utilize as part of their sales process.
Focus and Ability to Complete Tasks – need to close engagement and transfer knowledge from interaction to action and solutions. Prioritization, planning and accuracy are critical to leverage the interaction into improved performance.
Open Availability – reps must be willing to work unconventional hours as demands for customer care run 24/7.
Self-motivated and Results Orientated – comfortable working within a demanding customer contact environment, that requires a high degree of self-motivation and achievement of performance targets.
Education/Experience: Associate’s degree (A. A.) or equivalent from two-year college or technical school; or two to three years related experience and/or training within an ISP or telebusiness environment; or equivalent combination of education and experience.
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to communicate and write English in an articulate conversational manner. Prepare routine reports and correspondence. Multilingual applicants are encouraged.
Math Ability: Ability to calculate figures and amounts such as discounts; commissions; proportions; percentages.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee is occasionally required to lift up to 10 pounds. The vision requirements include: close vision.
Reps will be required to work non-standard hours between 06h00 and 18h00 PST, and should therefore be resident within reasonable proximity to the workplace.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
About Entriq: http://www.entriq.com/company/company-overview.html
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listing jobs Entriq 92008 Carlsbad California USA
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