Client Experience Agent

Requirements

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software.
• EDUCATION AND EXPERIENCE:
• Bachelor's Degree
• 3 or more year's customer service
• Remote however must reside local in Salt Lake City, Utah for training, etc.
• Keywords: #SaltLakeCity, #Utah, #CustomerSupport, Client Experience, Customer Support, #ClientExperience, #PhoneSupport, Phone Support, #Issueresolution, Issue resolution, #ProductSupport, ProductSuppor

Benefits

Additional Information

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. We are seeking a Client Experience Agent to join our After Hours Team! ROLES AND RESPONSIBILITIES: Remote however must reside local in Salt Lake City, Utah for training, etc. Swing Shift hours 11am MST - 8pm MST Client Experience Agents answer incoming calls from customers to place orders, respond to inquiries, manage complaints, troubleshoot and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing consumers interested in the products MetTel offers and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering. The function includes but is not limited to the following: Answer incoming calls and respond to customer's emails. Agent will log into and remain available for calls during all assigned working hours. Manage and resolve customer complaints in a timely manner. Success will be measured by email and call quality observations completed and reviewed monthly with CS leadership. Identify and take ownership of issues, escalate to supervisors as necessary Provide product and service information to customers Research required information using available systems and tools. Agent in partnership with leader will ensure he/she is fully aware of all tools and systems available to ensure a positive customer experience, agent to make effective use of all tools and systems, ensuring efficiencies critical to issue resolution. Process orders, forms, and applications Route calls to appropriate resources when necessary Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary Other duties as assigned

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