Job: Bilingual Customer Service Representative--ATN

Jobing Description

Bilingual Customer Service Representative--ATN

Tracking Code

20110148

Job Description

General Summary:

The focus of a Bilingual Customer Service Representative in an ATN call center environment is first and foremost to provide a high quality customer experience on each customer interaction. A Bilingual ATN CSR must appropriately engage and connect with each customer on a personal level to create a great customer service experience.

Essential Job Duties and Expectations:

* Must be fluent in Spanish

* Resolve customer service inquiries and concerns regarding our products and services (bills, coverage area, promotions, store locations and hours, etc.)
* Trouble shoot complex billing issues, rerates, network issues and equipment matters
* Ownership of escalated calls
* Offer end to end solutions for customers with complex technical issues
* Increase customer satisfaction by offering alternative solutions and products
* Retain customers inquiring about canceling service
* Gain and maintain product/service knowledge
* Recognize, document and alert the supervisor of trends in customer calls
* Sell product features and accessories
* Assist in special projects and other duties as assigned
* Minimum key performance indicators must be achieved

Minimum Requirements:

* Excellent telephone communication skills
* Ability to focus on each individual customer
* Ability to demonstrate successful negotiation skills
* Good defusing techniques for difficult situations
* Ability to work in a fast pace environment, multi-task and make sound decisions
* Ability to use proper discretion in evaluating/elevating customer issues
* Be a team player with a positive attitude
* Ability to appropriately engage customer
* PC skills (Windows), 10-key and keyboarding skills
* Displayed proficiencies with wireless networks and network data elements, voicemail platforms, Blackberry support, DNS Protocols, Security Firewalls
* Must be able to work flexible hours on a rotating schedule including evenings, holidays and weekends. Also, overtime may be required
* Ability to meet goals

Desired Qualifications:

* 1 year of customer service and/or technical support experience
* High School diploma or equivalent
* Experience in a Technical Support or Data Technical Support call center
* Certification in related applications (A+, Microsoft, Blackberry Support)
* Comprehension of wireless industry products and services

#CB#AWCC

Job Location

Little Rock, AR, US.

Position Type

Full-Time/Regular