Customer Service Representative - (Pueblo) in Pueblo, Colorado For Sale

We are Radial, the leader in Omnichannel commerce technologies and operations. We enable our clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience. To bring order to ordering. To make fulfillment more fulfilling. To keep commerce clicking. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients' promises become ours. Learn more: www.radial.com/about/company#sthash.e8Z9tltu.dpuf POSITION SUMMARY Responsibilities include providing technical support to customers via telephone, email and chat for products including but not limited to set-top boxes, cable modems and gaming devices. The individual must document customer contact according to company standards through company specific computerized order / customer service systems. Perform other duties, as assigned. Shifts available are 6:00AM MT - 2:30PM MT, 12:00PM MT - 8:30PM MT and 1:30PM MT - 10:00PM MT. KNOWLEDGE, SKILLS AND ABILITIES - Possess computer skills including navigating common Operating Systems along with changing system settings and configuration. - Knowledgeable of computer networking that includes basic hardware/software knowledge with TCP/IP and diagnostic tools. - Proficient with remotely directing customers and the ability to educate them to understand needed procedures regarding but not limited to set-top boxes, cable modems, and gaming devices. - Can recognize and understand formulas and calculations related to diagnostics and sales. - Apply understanding to carry out instructions furnished in written, oral or diagram form. - Correctly identify and implement solutions to troubleshooting scenarios. - Possess excellent customer relation skills. - Type 30 words per minute and be computer literate. - Effectively handle customer orders and fee-based support orders. - Complete knowledgebase searches to assist customers with setting up/troubleshooting products. - Ability to read on screen scripting verbatim per client requirement. - Determine if product is damaged or defective and follow warranty/replacement policies. - Remain knowledgeable of all products and procedures, updates and changes. - Check email at the beginning of each shift to keep up with new information and procedures. - Redirect callers to the proper department/company, when necessary. - Properly document customer contact information and customer notes regarding interaction. - Maintain certain call statistics and call standards based on client expectations. - Complete and pass monthly evaluations required by the client. - Maintain 90% quality compliance. - Exhibit professional behaviors and communication skills consistent with building and maintaining a professional team environment. - Generate paperwork relative to customer accounts for other departments, supervisor and self for follow-up purposes. - Identify and report any call trends or product trends to the Team Lead or Supervisor. - Provide feedback on customer issues and the knowledgebase so that management can address and improve the items. PHYSICAL DEMANDS Physical demands are considered to be that of an office environment, climate controlled, with minimal physical exertion. While performing the duties of this job, the employee is regularly required to sit from four to eight hours per day while speaking on the telephone operating a terminal and wearing a headset. The employee is occasionally required to walk between departments. EDUCATION/EXPERIENCE/CERTIFICATIONS At least one year of credit hours towards an Associate's Degree in Computers/Networking or equivalent combination of education and work related experience. The individual must have strong oral and customer service skills, proven problem solving skills and computer skills that include proficiency with Microsoft Office Suite functions and various broadband products. Responsibilities include providing technical support to customers via telephone, email and chat for products including but not limited to set-top boxes, cable modems and gaming devices. The individual must document customer contact according to company standards through company specific computerized order / customer service systems. Perform other duties, as assigned. Shifts available are 6:00AM MT - 2:30PM MT, 12:00PM MT - 8:30PM MT and 1:30PM MT - 10:00PM MT. KNOWLEDGE, SKILLS AND ABILITIES Possess computer skills including navigating common Operating Systems along with changing system settings and configuration. Knowledgeable of computer networking that includes basic hardware/software knowledge with TCP/IP and diagnostic tools. Proficient with remotely directing customers and the ability to educate them to understand needed procedures regarding but not limited to set-top boxes, cable modems, and gaming devices. Can recognize and understand formulas and calculations related to diagnostics and sales. Apply understanding to carry out instructions furnished in written, oral or diagram form. Correctly identify and implement solutions to troubleshooting scenarios. Possess excellent customer relation skills. Type 30 words per minute and be computer literate. Effectively handle customer orders and fee-based support orders. Complete knowledgebase searches to assist customers with setting up/troubleshooting products. Ability to read on screen scripting verbatim per client requirement. Determine if product is damaged or defective and follow warranty/replacement policies. Remain knowledgeable of all products and procedures, updates and changes. Check email at the beginning of each shift to keep up with new information and procedures. Redirect callers to the proper department/company, when necessary. Properly document customer contact information and customer notes regarding interaction. Maintain certain call statistics and call standards based on client expectations. Complete and pass monthly evaluations required by the client. Maintain 90% quality compliance. Exhibit professional behaviors and communication skills consistent with building and maintaining a professional team environment. Generate paperwork relative to customer accounts for other departments, supervisor and self for follow-up purposes. Identify and report any call trends or product trends to the Team Lead or Supervisor. Provide feedback on customer issues and the knowledgebase so that management can address and improve the items. PHYSICAL DEMANDS Physical demands are considered to be that of an office environment, climate controlled, with minimal physical exertion. While performing the duties of this job, the employee is regularly required to sit from four to eight hours per day while speaking on the telephone operating a terminal and wearing a headset. The employee is occasionally required to walk between departments. EDUCATION/EXPERIENCE/CERTIFICATIONS At least one year of credit hours towards an Associates Degree in Computers/Networking or equivalent combination of education and work related experience. The individual must have strong oral and customer service skills, proven problem solving skills and computer skills that include proficiency with Microsoft Office Suite functions and various broadband products.
Source: http://www.juju.com/jad/xxxxxxxxvih4hh?partnerid=af0exxxx314cbc501beebacaxxxx739d&exported=True&channel=staticfile&hosted_timestamp=xxxxa345f27ac5dc4e49b203ff8ffbe87fxxxx3dxxxxad5d7cca3cxxxxd5bc92