Client Experience Agent - After hours

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

We are seeking a Client Experience Agent to join our After Hours Team!

ROLES AND RESPONSIBILITIES:

Remote however 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 and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering.  The function includes but is not limited to the following:

• Answer incoming calls and respond to customer’s emails.  Agent will 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. Agent in partnership with leader will ensure he/she is fully aware of all tools and systems available to ensure a positive customer experience, agent to make effective use of all tools and systems, ensuring efficiencies critical to issue resolution.
• 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 customer calls where necessary
• Other duties as assigned

DESIRED 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.
• 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.
• To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software.

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree; and 3 or more year’s customer service
• Remote must be based local in Salt Lake City, Utah.

*The salary reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. 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. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: #CustomerService #Agent #PhoneSupport, #CustomerSupport, Customer Service, Agent, Phone Support, Salt Lake City, Utah, #SaltLakeCity, #Utah, #CallSupport, Call Support, #IssueResolution, Issue Resolution, #TicketRepairs, Ticketing management

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

To learn more about our company visit us at www.mettel.net