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MetTel is a leading global provider of integrated digital communications solutions for enterprise customers.
Client Experience Agent
Location
United States
Posted
16 days ago
Salary
$20 - $25 / hour
Seniority
Mid Level
Job Description
Client Experience Agent
MetTel
Role Description We are seeking a Client Experience Agent to join our After Hours Team! - Remote; must reside local in Salt Lake City, Utah. - Swing Shift hours: 11am MST - 8pm MST. - Client Experience Agents answer incoming calls from customers to place orders, respond to inquiries, manage complaints, troubleshoot, and submit repair tickets for service-related impacts. - Agent will be a member of the Client Experience team servicing consumers interested in the products MetTel offers, assisting them online and over the phone. - Inform customers of product terms and features and project a professional company image through voice and online interactions. - Contribute to company projects intended to improve MetTel processes and/or service offerings. The function includes but is not limited to the following: - Answer incoming calls and respond to customer emails; log into and remain available for calls during all assigned working hours. - Manage and resolve customer complaints in a timely manner; success will be measured by email and call quality observations completed and reviewed monthly with CS leadership. - Identify and take ownership of issues; escalate to supervisors as necessary. - Provide product and service information to customers. - Research required information using available systems and tools; ensure full awareness of all tools and systems available to ensure a positive customer experience. - Process orders, forms, and applications. - Route calls to appropriate resources when necessary. - Document all call information according to standard operating procedures. - Recognize, document, and alert the management team of trends in customer calls. - Follow up on customer calls where necessary. - Other duties as assigned. Qualifications - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. - Ability to write reports, business correspondence, and procedure manuals. - Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. - Multilingual desired but not required. - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. - Knowledge of Microsoft Office Suite (Excel, Word, Project, PowerPoint); Explorer Internet software. Requirements - Bachelor's Degree. - 3 or more years of customer service experience. - Remote; must be based local in Salt Lake City, Utah. Benefits - The salary reflected is a good faith estimate of base pay for the primary location of the position. - The U.S. pay rate for this position is $20 - $25 hourly; pay varies by work location and may also depend on job-related knowledge, skills, experience, and abilities of the successful candidate.
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