What are the responsibilities and job description for the Customer Experience Specialist - Rupert, ID position at Anthem Broadband?
Position Summary – We are currently seeking Customer Experience Specialists._ These exceptional employees are on the front line in the creation of an AMAZING customer experience. The expectation for new customer experience specialists is to achieve a senior level and advanced specialist certification level within six months of employment. This senior level status will open doors to additional compensation and career growth._ They are responsible for customer care through incoming customer requests, as well as internal team member support. Successful team members will have a desire to ensure that our customers and team members are connected to the things that are important to them. We value commitment to learning and professional growth, team members who can demonstrate they care, and a high level of integrity and drive.
Essential Functions and Responsibilities - Level one specialists can expect to spend a significant portion of their time interfacing with customers on the phone, completing documentation to support the resolution of issues, and collaborating with senior specialists and their supervisor on troubleshooting.
SCOPE
- Answer incoming customer support calls via a call queue, within the target timeframe.
- Diagnose customer issues with the provided tools, and escalate issues beyond the scope to senior technical agents.
- Initiate the creation of the documentation for each customer interaction as directed in the documentation protocols.
- Support internal customer requests.
- Initiate customer survey requests.
- Partner with Technical Support Supervisor to achieve certification and professional development to a senior specialist status within six months of employment.
COMPLEXITY
- Respond to customer issues using interpersonal skills, technical troubleshooting, and company protocols to achieve resolution on the majority of customer requests.
- Partner with senior specialists on all issues beyond the scope of the role - ie. advanced troubleshooting, trend analysis, and specialized product support.
- Utilize company equipment and technology platforms for the completion of work.
Required Education/Experience
- High School Diploma
Required Skills
- Technical aptitude.
- Curiosity - Inquisitive - Tinkerer.
- Interpersonal skills.
- Attention to detail and the ability to follow processes and protocols.
- Typing proficiency ~25 words per minute.
Preferred Qualifications
- Bi-lingual
Special Position Requirements
- Ability to work as part of a team in a queue.
- This position requires shift work, with evenings and weekends required.
Eligible Benefits
- Health Insurance
- Free internet package
- Referral bonus opportunity
- Paid time off
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Night shift
- Rotating shift
Application Question(s):
- In order to provide superb customer service to all of our clients, there is a need for someone who has bilingual ability. Do you have bilingual ability and do you feel you can effectively communicate with customers in this way?
Education:
- High school or equivalent (Preferred)
Experience:
- customer service: 2 years (Preferred)
- Telecommunication: 2 years (Preferred)
Language:
- English (Preferred)
- Spanish (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: In person
Salary : $16 - $18
