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Service Center CSSR
hace 3 meses
What´s the role?
As a Service Center CSSR, you will be responsible to manage customer claims and resolve accurately, up sell services and offer automatic payment options. Offer services in a timely and professional manner. Acquire necessary information for resolution of transactions. Advance to supervisors any situation needed to be resolved at that level.
How can you add value?
Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Record information as needed or required. Sell services to new customers and offer additional services to existing customers. Retain and attempt to save customer requesting disconnection or downgrade of services. Advance to a supervisor, leader, or manager any case that was unsuccessful in retaining. Attract potential customers by answering product and service questions, suggesting information about other products and services. Open customer accounts by recording account information. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer happiness is maintained. Provide timely and accurate information to incoming customer order status and product knowledge requests. Exceed, improve, or maintain minimum sales standards as required. Demonstrate courtesy and patience in customer relations. Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment trough a CSR over the phone. May perform follow-up on installation/service quality, greet walk-in customers. Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned.What do you need?
Education and/or Experience:
High School Diploma. Associate degree preferred. 1-2 years of experience.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
