Job Description
DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a highly motivated individual to fill one of our roles as a Call Center Escalations Agent for our Richardson, TX office. This person will be responsible for supporting our Dallas-based National Retail Sales training and assistance efforts in large national retailers across the country, for AT&T products and services including Wireless, Broadband, and DIRECTV.
DUTIES:
Heavy phone use to answer customer inquiries with a high degree of accuracy, efficiency and courtesy.
Requires a significant amount of computer data entry and navigation.
The ability to establish and maintain good relations with customers by providing courteous, efficient and professional service is a must.
Displays a positive attitude to ensure customer satisfaction
Follows quality system procedures and processes.
Recognize, research, isolate and resolve customer inquiries.
Type and enter information into a database while a customer is speaking
Must be able to provide clear, concise ticket documentation
Reviews and updates information in an internal data system
Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
Set proper expectations when call cannot be handled immediately and follow through to its completion
REQUIREMENTS
Experience using new technologies (i.e. Salesforce, Zendesk, ecommerce platforms)
Highly organized with strong record of follow-through.
Demonstrates accuracy and thoroughness.
Reliable keyboarding skills.
PC knowledge to include current versions of MS Word, Excel; Outlook.
Must possess strong trouble shooting/problem solving skills. Strong communication and organization skills required.
Must be self-motivated and self-disciplined and able to prioritize and handle multiple tasks and responsibilities in a fast-paced, deadline driven environment.
Strong documentation skills (updates customer account in Zendesk database).
Strong interpersonal skills.
Ability to work regularly scheduled shifts within our hours of operation, with the flexibility to adjust daily schedule, and work over-time, weekends and/or holidays, as needed.
Must be able to prioritize and resolve escalations from multiple channels to include the contact center and distribution.
Must be able to effectively collaborate, initiate action and adapt to change.
Able to navigate and interpret company software and knowledge based tools.
Minimum 3-years customer service experience that includes specific experience with escalated issues and customers
BENEFITS