Job Summary
Title: Virtualized Customer Service Representative
Role: As a dynamic and customer-focused professional who will interact with customers to provide information in response to inquiries about all aspects of the services provided by our client to their customer. In this role you will also address concerns and seek resolution including the resolution of complaints. As a valued member of our organization, we ask that you demonstrate excellent communication abilities and data entry skills and be able to remain calm when customers demonstrate frustration.
Responsibilities
The below describes but is not limited to the main duties and responsibilities in your role:
- Obtains client information by answering telephone calls; interviewing clients; verifying information.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Independently resolving customer complaints and resolving customer service issues promptly.
- Data entry and tool research as required to troubleshoot customer problems.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Knowing the product offerings, promotions or other inside and out so that you can answer questions effectively.
- Ensure customer satisfaction and provide professional customer support at all times.
- Escalate issues to supervisors and managers after exhausting all efforts to resolve the concern without intervention.
- Maintains and improves quality results by adhering to standards and guidelines.
- Maintains job knowledge by completing new or changed product descriptions, guidelines, or other work-related training within expected timeframe.
- Promote company's reputation.
Qualifications
Skills & Knowledge• High school diploma or equivalent; some college education preferred.• 1-2 years of previous customer service or call center experience is a plus.• Excellent written communication skills• Strong problem-solving and critical-thinking abilities.• Patience and empathy when dealing with customers' concerns.• Proficient in using computer systems, software, and CRM tools.• Ability to work in a fast-paced environment and adapt to changes.• Strong multitasking skills while maintaining attention to detail.• Flexibility to work in shifts, including evenings, weekends, and holidays.• Excellent English communication skills and understanding of US geography and culture.
What the Team is Saying
What We Do
We are a top broadband communications video services provider in the US utilizing the latest technology. We serve nearly 5 million residential and business customers across 21 states with an advanced portfolio of connectivity services, including Optimum Fiber Internet, Optimum TV and Optimum Mobile.
We also operate Optimum Media, an advanced advertising and data business, which provides audience-based, multiscreen advertising solutions to local, regional, and national businesses and clients, as well as hyper-local and international news networks through its News 12 and i24NEWS brands.
New to our portfolio is Juice Media. Juice is an emerging outcome focused, omni-channel customer acquisition platform.
Central to how our company operates is the idea of reinvention - fearless reinvention. And to meet the needs of our customers, we have built a company and team that is equipped to deliver on the Optimum promise and one that is reflective of the many diverse communities we serve. Optimum employees are driven, innovative, and know how to lean in and use their voices to challenge ideas and celebrate one another, understanding how they, as individuals, impact the greater team and our customers for the better.
Why Work With Us
Optimum is part of a family of brands under Altice USA covering the telecommunications, news, media and advertising spaces. There is overlap across all of our businesses and some roles offer the opportunity to support multiple brands!
Gallery
Optimum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
