Job details

PT Customer Support Specialist

JOB SUMMARY:

The Customer Support Specialist is an integral part of the continued stability and growth of REV Broadband by serving as a front-line representative of the REV brand. The Customer Support Specialist is part of a supportive, service-oriented team that promotes quality customer experiences, is honest and committed to customer care. This position engages in real-time troubleshooting with customers to resolve technical issues, educates residential REV Broadband customers about the installation and use of products, and captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience.

ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)

Answer inbound customer calls concerning inquiries about one or more REV Broadband products
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved
Provide total customer service by answering basic questions about programming over the phone
Build customer loyalty by ensuring a pleasant experience on each call
Keep customer informed about progress by checking the status of work orders
Provide seamless customer experience through documenting call details and new account information

KNOWLEDGE & SKILLS:

Excellent verbal and written communication skills, as well as, reading comprehension skills
Knowledge of Windows 7 and Windows 10, specifically in networking protocols and components
Proficient knowledge of personal computer operation and applications specifically well versed in multiple email platforms
Proficient knowledge of mobile devices including smartphones and tablets and their applications as it pertains to connectivity
Knowledge of routers and residential gateways including basic setup and functionality
Must be able to work a flexible schedule including evenings, weekends, and some overtime as needed
Customer experience focus with a Keen aptitude for helping customers
Enthusiastic, personable and adaptable
Strong computer skills with ability to navigate through multiple screens

QUALIFICATIONS & PREREQUISITES

Required: