Direct Link is looking to hire outstanding Customer Service Representatives (CSR). As a CSR, you are responsible for providing support for our customers/communities to ensure a positive experience. The CSR will communicate through both verbal and written means in a warm and friendly manner, always providing top notch customer service. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer. This includes but is not limited to scheduling, billing inquiries, technical problem solving, handling sales opportunities, proactively addressing all customer needs as well as being a strong advocate for our customers. Actively puts the customer needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates a favorable image of the organization through effective use of problem-solving skills, professional communications and internal/external customer interactions.
Direct Link offers a competitive wage, great benefits package and an energetic, forward moving culture.
Position Responsibilities:
· Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
· Sets clear expectations by providing accurate information and transparent communication.
· Handles minimal billing inquires and provides resolutions in a clear and concise manner.
· Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving.
· Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any customer interaction.
· Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products and services.
· Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
· Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Must be able to accurately calculate and communicate fees, one-time charges and/or recurring monthly fees.
· Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows all company’s guidelines for excellent customer service.
· Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
· Demonstrates ability to achieve established goals and performance metrics.
· Works independently and seeks Supervisor support when necessary.
· Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
· Other duties and responsibilities as assigned.
Position Requirements:
- Committed team player with exceptional interpersonal, problem solving and communication skills (verbal and written).
- Able to multi-task between multiple systems while on calls.
- Strong understanding of the broadband industry.
- Enthusiasm, sense of humor, and a positive attitude.
- Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of the Marketplace.
- Command of Microsoft Office (PowerPoint, Word, Excel, Outlook).
Preferred Qualifications:
- Some experience in a customer service role, preferably having knowledge of high speed internet.
Company Description:
We ensure the highest levels of customer responsiveness and service quality, a trait which has earned us long-standing relationships with our customers. Our infrastructure doesn’t rely on phone or cable service, making us more reliable, responsive and accountable than companies providing DSL, cable, DS3 and Fiber Internet solutions. We provide customers with fast and reliable broadband connections, quick and easy installations and superior customer care with our broadband Internet services.
Schedule: Training for this position will be Monday through Friday from 8:00am - 5:00pm however, when training is completed,_ the schedule for this position will be Wednesday - Sunday from 11:00am - 8:00pm._
Salary/Benefit Package:
Salary: $20.00 - $24.00 (DOE)
Competitive benefits package includes:
· Medical (paid), Dental and Vision coverage
· 401 (k)
· Paid Time Off
· Opportunity to earn bonus
Physical Requirements/Location:
Position is an inside position and may require sitting for long periods of time.
Direct Link is an EOE/Veterans/Disabled/LGBTQ employer.
**We are not interested in any recruiting solicitation or services**
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Work setting:
Application Question(s):
- Are you able to work schedule hours of Wednesday through Sunday from 11:00am - 8:00pm after training is complete.
Work Location: In person