CCR I - Account Services
Suddenlink - Lake Havasu, AZ

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Under direct supervision, perform work in a call center environment. Answer inbound residential calls concerning account balances, service additions, billing, payments or other account services. Resolve customer inquiries, while at the same time educating and promoting Suddenlink services in order to improve customer retention and increase revenue generation.

Illustrative Accountabilities:
• Take incoming calls as soon as possible after completing the previous call
• Respond on the telephone and in writing to routine account services inquiries
• Handle inbound calls, using professional and proactive customer service and call control techniques
• Deal with customer questions and concerns regarding products, rates, specials offered, billing, and payment
• Research routine account problems and issue credits or debits when applicable
• Increase collection efficiency by ensuring customer understanding of the billing and collection process
• Take overflow Sales calls and using proactive sales techniques, identify customer needs and sell appropriate equipment, new services and service upgrades
• Access customer databases and other reference materials to locate customer records and resolve customer issues
• Update customer records and document call, action taken and any follow-up required
• Maintain a high level of quality and productivity, as evidenced by monthly quality ratings, attendance, sales close rates and idle time when scheduled to respond to calls
• Work whenever scheduled
Position Requirements
High school diploma or GED equivalent
• Skill in using a Windows-based PC and sending/receiving email
• Keyboarding skills
• Call center, customer service and sales experience preferred
• Strong interpersonal skills
• Good command of the English language along with good communication skills
• Ability to take ownership and initiative to address customer needs
• Knowledge of basic mathematics
Ability to work any assigned shift Monday - Saturday

Suddenlink - 20 months ago - save job - copy to clipboard
About this company
51 reviews
Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...