Cx Agent

Summary

Join MetTel's Operations Team as a CX Agent - After Hours! This remote position, based in Salt Lake City, Utah, involves handling incoming calls and emails from customers, resolving complaints, providing product information, and processing orders. You will need strong customer service, communication, and problem-solving skills, along with experience in a customer service role. The position requires proficiency in Microsoft Office Suite and various communication methods. You'll be responsible for maintaining high call/email accuracy and quality, handling billing disputes, and utilizing MetTel systems effectively. This role offers the opportunity to contribute to process improvements and grow within a leading communications solutions provider.

Requirements

• High school diploma; and 3 or more year’s customer service
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software

Responsibilities

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer complaints
• Identify and take ownership of issues, escalate to supervisors as necessary
• Provide product and service information to customers
• Research required information using available systems and tools
• Process orders, forms, and applications
• Route calls to appropriate resources when necessary
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Other duties as assigned
• Professionally manage unavailable time, limiting offline time utilizing “Unavailable” only when appropriate to address business/customer needs. Meet minimum Availability target as stated in the MetTel Performance Agreement for scheduled working hours
• Agent is to remain properly aware of the customers satisfaction level with MetTel service delivery targets. Success will be measured by email and call quality observations completed and reviewed monthly with CS leadership
• Agent will ensure clients claim is properly vetted in a timely manner. Gathers and present all supporting documentation and credit calculations. Communicates MetTel position to client stakeholder and follows progress until full fruition inclusive of client confirmation
• Agent in partnership with leader will ensure he/she is fully aware of all tools and systems available to ensure a positive customer experience, agent to make effective use of all tools and systems, ensuring efficiencies critical to issue resolution
• Agent produces clear and concise written and oral communication with clients/peers that is timely, intuitive and properly represents the MetTel brand. Anticipates questions and offers response in advance displaying awareness of the situation and best in class service management
• Agent will employ a collaborative effort to maintain a proper awareness of the predominant products/processes associated with his/her clientele.  Knowledge base should come through a combination of MetTel formal educational series, self-education through use of MetTel training library materials and use of MetTel materials in the MetTel BI center as well as interaction with the product set itself through order/repair support

Preferred Qualifications

Multi lingual

Benefits

Remote work