Contact Center Representative - Remote (Kingston, NY)

Overview

InteLogix is seeking a remote Customer Service Representative in the Kingston, New York area.  In this role, you will field inbound calls from customers of a fiber-optic internet service provider.  The customers may need support with billing, account updates, or technical support.  You will provide assistance, resolve issues, and upsell products or services.  The ideal candidate will have excellent communication skills, problem solving abilities, sales experience, and a customer-focused mindset.

Schedule:  10am-7pm EST (you will be scheduled to work 5 days per week and your schedule could include a weekend day)

Pay:  $17/hr ($18/hr for bilingual candidates, English/Spanish)

Who we are: 

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and the commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference. 

What’s the Role About? 

This is a REMOTE position based out of Kingston, New York. 

If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you! 

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions. 

• Are you energetic, enthusiastic with an engaging personality?
• Are you driven to deliver effective results while providing excellent customer service?
• Do you have extraordinary communication skills?

What’s in it for YOU? 

• Early access to earned wages via PayActivAccess to 50% of earned wages up to $500 per pay period
• Full-time, non-seasonal
• Paid training
• Advancement opportunities (management training program)
• Employee discounts
• Extensive Benefits Package Medical, Dental, Vision Insurance
• Vacation time
• 401K investments

Responsibilities

• Respond to incoming customer calls regarding their fiber-optic internet service, including inquiries about billing, account updates, and technical support.
• Provide accurate information and solutions to customers, ensuring a high level of customer satisfaction.
• Identify opportunities to upsell additional services or upgrades that align with customer needs.
• Assist customers with account management, including updates to personal information and service plans.
• Diagnose and resolve technical issues, including connectivity problems, service outages, and equipment malfunctions.
• Guide customers through step-by-step troubleshooting processes via phone and, when necessary, follow up with additional support.
• Document customer interactions and technical issues in the call tracking system.
• Educate customers on fiber-optic technology and service features, including installation, usage, and maintenance.
• Provide call completion and/or alternate solutions for the caller
• Handle all customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Perform additional duties as required by management

Qualifications

Qualifications 

Education: 

High School Diploma or GED is required 

Experience: 

1 year of call center experience is required

1 year of sales or upselling experience required

Work at home requirements:

• Must have reliable, high-speed internet with a wired ethernet connection (WiFi is not acceptable).
• Download speed must be 10 Mbps or higher.
• Upload speed must be 5 Mbps or higher.
• Dedicated workspace that is in a quiet and distraction free environment.
• InteLogix will provide a computer to use for the duration of the position.

Skills & Abilities: 

• Proficient in leveraging technology and platforms to perform troubleshooting tasks, demonstrating a strong aptitude for technical acumen. 
• Ability to upsell products or services
• Bilingual in English and Spanish preferred
• • Good knowledge of business English, spelling, and punctuation. Must be able to communicate clearly and effectively, both orally and in writing 
  • Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems
• Excellent customer service experience
• • Ability to define problems, collect data, establish facts, and draw valid conclusions in a fast-paced environment, based on limited information
• Must be able to maintain a high level of confidentiality in dealing with customer information
• • Must be able to provide quality customer service and able to work with difficult or abusive customers, on occasion, while still maintaining a strict level of professionalism
• Ability to establish and maintain effective working relationships with supervising personnel and co-workers
• Ability to remain alert and ready to accept calls, even during periods of low call-volume
• Ability to project and convey a positive, concerned, and professional image to customers
• Ability to be adaptable and quickly adjust to change
• Must be able to conduct research efficiently and effectively while working within specific time constraints
• Ability to maintain a well-organized work area
• Must be able to maintain specific level of punctuality and be flexible to work at any time within center hours
• Concentrate and focus for extended periods of time
• Cope with high-stress and changing environment
• Adhere to policies and procedures
• Adhere to work schedule and punctuality requirements

All job offers are contingent upon completion of drug and background checks. 

InteLogix is an equal opportunity employer: M/F/Disabled/Vet 

Salary : $17 - $18