Customer Support Representative - Tampa

As a Customer Support Representative at OneTouch Direct, you'll be responsible for answering inbound calls with enthusiasm, addressing customer inquiries, and resolving issues to create a positive experience. You'll assist first responders through AT&T FirstNet and ensure customer satisfaction while providing top-notch service. Additionally, knowing when to elevate issues and maintaining a friendly communication style will be crucial for this role.

For the Customer Support Representative position at OneTouch Direct, having 1-2 years of experience in retail or customer support is beneficial. A strong passion for helping customers, excellent communication skills, and the ability to handle pressure gracefully are essential attributes. Familiarity with Mobility and Data products is a plus, ensuring you can address customer concerns effectively.

At OneTouch Direct, we provide comprehensive training for our Customer Support Representatives. You will receive classroom training followed by 1-on-1 support during your first week of answering calls. This structured training approach ensures that you feel confident and well-equipped to assist customers effectively from day one.

Customer Support Representatives at OneTouch Direct have great earning opportunities! You will receive competitive hourly pay along with a weekly commission based on performance and monthly bonuses as well. To qualify for the monthly commission, work a minimum of 150 hours with a resolution rate of 91% or higher. Your hard work definitely pays off!

The work culture at OneTouch Direct is diverse, inclusive, and supportive. We foster a welcoming environment through Employee Resource Groups and promote healthy interactions among our team members. Fun, competitive, and rewarding workplace incentives create a culture that motivates and engages all employees, making it a fantastic place to grow your career.

To handle difficult customers effectively as a Customer Support Representative, it's essential to remain calm and empathetic. Start by actively listening to their concerns, acknowledging their feelings, and assuring them that you're there to help. Maintain a positive tone and work collaboratively to find a solution that satisfies their needs.

When discussing a time you exceeded a customer's expectations, choose an example that illustrates your dedication to excellent service. Share how you went above and beyond to solve an issue or provide additional assistance, ensuring the customer's experience was positive. This shows your commitment as a Customer Support Representative.

Crucial skills for a successful Customer Support Representative include strong communication abilities, active listening, patience, and empathy. Technical proficiency and a good understanding of the products or services offered will also help you assist customers more effectively and enhance their overall experience.

To manage stress and maintain performance under pressure, it's vital to develop effective coping strategies. This may include deep-breathing exercises, staying organized, and prioritizing tasks. Remind yourself of the positive impact you have on customers' lives, which can help motivate you even in challenging situations.

The key to providing excellent customer service lies in understanding and respecting the customer's needs. Aiming for active communication, having empathy, and delivering prompt, effective solutions will enhance the customer's experience. Always strive to make every interaction a positive one.

In situations where you don’t know the answer to a customer's question, admit it honestly while assuring them that you're committed to finding the information they need. Use your resources effectively by consulting team members or support materials, and follow up with the customer once you have the correct information.

Sharing your passion for joining OneTouch Direct as a Customer Support Representative can set you apart during an interview. Talk about your admiration for their dedication to customer service, the company culture, and your desire to contribute positively in helping first responders through AT&T FirstNet. Your alignment with the company values will resonate well.

During busy periods, prioritizing multiple customer inquiries involves staying organized and applying effective communication techniques. Begin by assessing the urgency of requests and responding first to those needing immediate assistance. Keep calm, utilize any available tools or support resources, and remember to follow up with customers who may have to wait.

In upselling or promoting additional services, it's crucial to understand the customer's needs first. Building rapport can help identify opportunities for suggesting relevant products or services that genuinely enhance the customer experience. Always prioritize the customer's interests over sales to create a trusting relationship.

To stay updated on product knowledge as a Customer Support Representative, regularly participate in training sessions, review product updates, and engage with your colleagues in sharing insights. Utilizing resources provided by OneTouch Direct can also support your understanding, ensuring you can provide accurate information to customers.