What are the responsibilities and job description for the Customer Care Representative position at Surf Internet?
The Customer Care Representative is responsible for providing excellent customer service and support to all customers via phone, chat and email. This includes, but is not limited to, assisting customers with billing and payments, performing basic troubleshooting for service related issues, and general account maintenance and questions.
Responsibilities:
- Answer all incoming calls and live chat requests while providing an excellent customer experience.
- Manage incoming ticket queues and follow up with customers in a timely manner.
- Perform basic troubleshooting for service requests both via phone and chat. Escalate to technical support when needed.
- Make account changes including package changes.
- Facilitate scheduled appointment changes when requested by customers or field staff.
- Follow up with positive and negative survey respondents.
- Accepts and processes monthly payments from SBS residential customers
- Follows established guidelines to initiate and implement payment arrangements on delinquent accounts via communication and coordination with residential customers.
- Documents payment arrangements and other pertinent account details; schedules and performs follow-up communication with account holders.
- Follows established guidelines and policies to review and update account status.
- Interacts with all customers in a calm, friendly and professional manner.
- Performs other related duties, as required.
Qualifications:
- High school diploma or equivalent
- 10:30 AM-7:00 PM shift Monday - Friday and flexible hours as needed on Saturday between 8:30 AM - 5:00 PM
- Excellent organizational skills and attention to detail.
- Excellent written and verbal communication skills.
- Ability to communicate with account holders in a courteous manner.
- Ability to refrain from using harsh, aggressive or demanding language or tones when working with customers.
