Client Care Representative

 

 

What You Will Do

 

This position is responsible for providing phone-based customer support to Access One’s existing customer base. Client Care Representatives will assist customers with account inquiries, facilitate move, add, and change orders, and open trouble tickets. In addition, Client Care Representatives are responsible for Tier I troubleshooting for VOIP services, VoIP changes, online chats, inbound email communications, and Lucent and Metaswitch updates.

 

Responsibilities Include

• Answer telephone inquiries, online chats and emails from customers in a timely and professional manner
• Provide quality service to Access One customers by responding to customer needs and inquiries, and initiating the resolution of problems in specific areas. May partner with other department staff to resolve issues
• Perform data entry into the appropriate systems to document customer complaints and steps taken to address issues
• Correspond with customers and other company departments to obtain facts regarding customer inquiries/complaints
• Help to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer service
• Tier I troubleshooting for VOIP services
• Conduct VOIP changes in Metaswitch (Network Switch)
• Provide trouble ticket status upon request of the customer
• Ensure follow-up with customers on all requests and concerns

 

• Salary Range: $20.00 - $23.00/hour DOE
• Comprehensive benefits: health, dental, vision 
• Matching 401k, PTO

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.