[Remote] Customer Service Representative (Call Center)

Note: The job is a remote job and is open to candidates in USA. WorldNet Telecommunications LLC is a company focused on providing telecommunications services, and they are seeking a Customer Service Representative to manage customer inquiries and service requests. The role involves handling customer calls, maintaining service documentation, and ensuring adherence to company policies and procedures.

Responsibilities

• In charge of handling all external and internal Customer issues related to service via telephone calls, email or fax, analyze them using the operations systems and to reply any request with a time frame of 30 to 60 seconds
• Maintain an average call monitoring percentage of no less than 85% (Satisfactory)
• Responsible to refer any situation to the right area/department using the operations systems provided
• In charge to manage in excellence all the Customer calls following the VISION of the Company
• Responsible of handling the assigned duties and follow the ongoing process according to the rules and procedures established in the Operations Department
• Assist the Customer in billing, collections request, services orientation, order status
• Handle customer calls of repairs, but not limited to, POTS, and SF services. Complete basic troubleshooting for POTS services
• Responsible to realize outgoing calls to confirm service for repairs and service orders completed, provide status and testing
• Responsible of reporting and escalating to the Specialist, Supervisor or Manager any unusual situation with the service identified while communicating and helping the Customer
• Responsible of updating on a daily basis all the operations systems and related departments with the corresponding information and actions taken in a short, detailed and clear manner to facilitate reading and understanding
• Responsible of processing investigations or special projects required by the Supervisor in the time frame indicated
• Responsible of keeping the Call Center Area well attended all the time including supporting the team task when another customer representative is out of the office
• Assist in training and orientation of the new employees
• Support and inform other area/departments regarding the services issues
• Performs all other duties as required

Skills

• Associates Degree and two years of call center/ customer service experience and/or training or equivalent combination of education and experience

Company Overview