• Respond to telephone
calls by following the company's specific procedures and protocols • Introduce self and company over the telephone and inquire into how a
customer wants to be assisted • Listen to the
customers» problems carefully and jot down any important points • Ask questions to determine details of problem and note down important information • Diagnose and resolve technical glitches in systems and run
customers through appropriate steps to solve problems • Analyze problems and instruct callers on how to resolve them
by walking them through each step • Provide walk - throughs to
customers and inquire into any changes that transpire • Troubleshoot problems
by applying advanced knowledge of software and hardware systems • Escalate complicated issues to the supervisor or appropriate departments and perform regular follow up • Create
tickets in the system according to specified procedures and ensure that they are followed up on priority basis • Respond to inquiries regarding
services and timelines through emails,
tickets and over the telephone • Ascertain that all
customer information is kept safe and confidential at all times • Create and maintain records of
calls on each shift and use them for troubleshooting and reference purposes • Ascertain that irate
customers are handled according to specific company protocols and supervisors» orders • Inform supervisors of any recurring problems in
customers» accounts and ensure that they are resolved immediately • Keep abreast of changes and trends in system information and technology updates
Call Center Customer Service Representative — Cox Communications, Wichita, KS — April 2015 — Current • Retrieve account information from system • Obtain and verify customer account information • Document call details and customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been reso
Call Center
Customer Service Representative — Cox Communications, Wichita, KS — April 2015 — Current • Retrieve account information from system • Obtain and verify customer account information • Document call details and customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
Customer Service Representative — Cox Communications, Wichita, KS — April 2015 — Current • Retrieve account information from system • Obtain and verify customer account information • Document call details and customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been r
Service Representative — Cox Communications, Wichita, KS — April 2015 — Current • Retrieve account information from system • Obtain and verify
customer account information • Document call details and customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
customer account information • Document
call details and customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been reso
call details and
customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
customer service requests • Respond to customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been r
service requests • Respond to
customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
customer service requests in a timely manner • Contribute to team that has cut open service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been r
service requests in a timely manner • Contribute to team that has cut open
service ticket time by 10 percent while increasing customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been r
service ticket time
by 10 percent while increasing
customer satisfaction by 25 percent • Interface with service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
customer satisfaction
by 25 percent • Interface with
service scheduling systems to resolve customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been r
service scheduling systems to resolve
customer complaints • Refer difficult requests to specialists • Arrange to contact customers when issues have been
customer complaints • Refer difficult requests to specialists • Arrange to contact
customers when issues have been resolved
• Received inbound
calls for information regarding different companies on the Initiative panel • Provided information regarding
services and products and answered callers» queries • Assisted callers in resolving issues
by troubleshooting their problems over the telephone • Made outbound
calls to prospective
customers to provide them with information on the company's products and
services • Handled incoming emails and support
tickets by appropriately replying to them following company policy