The Customer Service Network Operations Center (NOC) Technician will be responsible for customer service calls and basic helpdesk level troubleshooting while maintaining professionalism over the phone.
Essential Duties & Responsibilities:
Manage large amounts of inbound and outbound calls in a timely manner.
Follow communication “scripts” when handling different topics.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Build sustainable relationships and engage customers by taking the extra mile.
Meet personal/team qualitative and quantitative targets.
Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Adhering to all company policies and procedures.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/ or Experience:
Strong communication skills, both written and verbal.
Telephone skills with a friendly and pleasant manner.
Typing and word processing skills for data entry.
Proficient in Microsoft applications (Word, Excel, etc.
).
Ability to actively listen and document information and/or calls.
Attention to detail.
Problem solving skills.
Excellent customer service skills.
Physical Demands:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting, standing, and walking.
Bending, stooping, climbing ladders and crawling.
Keyboarding/typing.
Long hours involving overtime and weekends as necessary.
Ability to read effectively from a computer screen, sampling device and/or a paper copy.
Working Conditions:
Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others.
Ability to handle a large volume of work and perform multiple tasks in a fast-paced office environment.
Ability to travel up to 20%.
Ability to work flexible hours including evenings, holidays, and weekends.
Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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