[Remote] Customer Service Representative I

Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is a company focused on providing quality customer service. The Customer Service Representative I is responsible for assisting customers via phone, chat, and email, addressing inquiries and complaints, and maintaining customer accounts effectively.

Responsibilities

• Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills
• Open trouble tickets for specific customer issues
• Explain product options and related charges clearly and concisely
• Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool
• Take customer payments or offer other payment options for the customer
• Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed
• Maintain quality scores and call center metrics
• Promote self-service tools such as IVR and Web
• Inform customers of promotions and new or upgraded products
• Quotes rates and encourage customers to utilize prepay options
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging
• Assist with questions during the Nesting stages of the training process or as needed
• Access to additional programs/platforms which may include S-Gate
• Performs other related duties and responsibilities as required or assigned

Skills

• Ability to read and comprehend simple instructions and short correspondence
• Ability to write straightforward explanations of trouble tickets submitted
• Ability to ask effective questions and present information clearly and concisely
• Ability to clearly communicate with customers, both verbally and written
• Able to handle sensitive and emotional calls that require empathetic responses
• Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
• Ability to communicate and respond to customers while keying information into system
• Ability to navigate multiple applications in several environments
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must have access to high-speed internet for remote connectivity to Securus network when applicable
• High school diploma or GED
• At least 3 months of previous call center and/or customer service experience
• 3 years of customer service experience with at least 2+ years call center environment

Benefits

• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Company Overview