Customer Advisor San Antonio, TX

Website Best Buy Health

POSITION: Customer Advisor

PAY: $16.00/hr plus comprehensive benefits package

DEPARTMENT: Customer Service (310)

REPORTING SUPERVISOR: Supervisor, Customer Service

DIRECT REPORTS: No

FLSA: Non-Exempt

EMPLOYMENT STATUS: Direct Hire

TRAVEL REQUIREMENTS: Not applicable

SCHEDULE: Must be willing to work various shifts including days, evenings, weekends and holidays

HOURS OF OPERATION FOR CUSTOMER SERVICE: Availability to work a 5 day/40 hour work week between 7:00am – 9:00pm, 7 days a week.

ABOUT THE TEAM

The Customer Advisor team is dedicated to delivering a superior service experience and enhanced product value to each of our customers. The team offers assistance on a wide range of needs from general billing to product and service review and specialized service support. In alignment with our company’s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.

ABOUT THE JOB

As a Customer Advisor, your role is to respond to a high volume (approximately 50-100 per day) of inbound customer calls providing support in the areas of billing and usage inquiries, service plan changes, retention, and reinforcing the value of services by identifying and proposing additional products. The Customer Advisor must have the ability to listen to customer needs and provide first call resolution. The ability to listen to customers’ needs, resolve expressed concerns, and reviewing the value of unique product and service solutions is the key to success as we strive to continuously improve quality and retain customers in a competitive and rapidly changing health and safety industry.

RESPONSIBILITIES

Respond to high volume of inbound calls from new and/or existing subscribers, providing customers with relevant, accurate information on products and services
Research and resolve general service, billing, and support issues
Propose new products and value added services to both new and existing customers
Attempt to retain/save customers calling to cancel
Conduct Tier I troubleshooting for all GreatCall products and services
Protect Customer information by adhering to all Federal and State regulations(i.e., CPNI and HIPAA)
Update and maintain confidential service and personal health data provided for customers
Initiate customer contact via outbound calls to gather program/account specific information
Listen and respond appropriately in all customer interactions by researching, problem solving, and resolving customer issues
Adhere to schedules and manage time effectively to achieve monthly and quarterly performance goals
Demonstrate high standards of professionalism and integrity by consistently adhering to the company’s policies at all times
Other duties as assigned

QUALIFICATIONS

Education: High school diploma or GED required

Experience:

Minimum 1 year of customer service and/or call center experience required
Prior experience working in a call center preferred
Prior experience within the wireless or telecommunications industry preferred

Knowledge/Skills/Abilities:

Type at least 40 WPM
Analytical skills
Computer skills including Microsoft Office
Handle difficult customer interactions in a professional manner

Personal Attributes:

Listening skills
Ability to learn on the fly
Ability to manage conflicts
Customer focused
Results oriented
Problem solving skills
Tenacious
Ability to multi-task
Must be reliable, efficient and flexibleShow more

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