Call Center - Customer Service Representative

<strong>At TCC, we believe our communities need more than just a wireless retailer and our employees want more than just a job. We are committed to making a positive and sustainable impact on the lives of our employees, customers, and communities.</strong>

Fishers, Indiana


<strong>Founded in 1991, TCC is a Verizon Authorized Retailer with nearly 900 locations in 38 states from coast to coast. Our long-standing relationship with Verizon Wireless allows the company to make its services more accessible to customers while offering unparalleled customer service and competitive&nbsp;pricing. As a Culture of Good, Inc., company, TCC encourages employees to give back in every community it serves.</strong><br /><br /><strong>TCC is a 2021 Glassdoor Best Place to Work and a 2021 Top Workplace USA. See what our employees are saying about us:&nbsp;<a href=""></a></strong>

keywords: position summary,performance,teamwork,create,training,support,education & experience,education & experience additional,language and system skills,reasoning/problem solving ability,decision making & impact of errors,physical demands,work environment,travel


Overview: The primary responsibility of this role is to deliver exceptional customer service through our inbound and outbound service centers. You will play a vital role in providing accurate information to all inquiries. Proper record keeping will be required to help the organization identify customer service trends and ensure quick and efficient resolutions.
Responsibilities: <p>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. &nbsp;</p> <ul> <li> <div>Handle inbound interactions regarding customer inquiries including questions, escalations, and<br />general information.</div> </li> <li> <div>Support multiple interaction types including voice, SMS, email, and webchat.</div> </li> <li> <div>Communicate effectively.</div> </li> <li> <div>Work independently and as a key member of the entire team</div> </li> <li> <div>Maintain scheduled callbacks and follow-ups.</div> </li> <li> <div>Stay informed using announcements, webinars, and training platforms.</div> </li> <li> <div>Document and record all calls, tasks, and appointments.</div> </li> <li> <div>Create a positive and memorable wireless experience that compliments Verizon Wireless.</div> </li> <li> <div>Maintain acceptable service levels and other KPIs.</div> </li> <li> <div>Participate in daily team huddles, attend training sessions and other ad-hoc meetings as needed.</div> </li> <li> <div>Other duties as assigned.</div> </li> </ul> <div>&nbsp;</div>
Requirements: <p><strong>EDUCATION and/or EXPERIENCE</strong></p> <ul> <li> <p>Energetic, compassionate, and empathetic phone skills required.</p> </li> <li> <p>Incredible listening skills.</p> </li> <li> <div>Great problem-solving ability.</div> </li> <li> <div>Ability to quickly overcome objections and think on your feet.</div> </li> <li> <div>Ability to stay extremely organized.</div> </li> <li> <div>Capable of prioritizing and multi-tasking.</div> </li> <li> <div>Self-starter with little to no supervision needed.</div> </li> <li> <div>Excellent communication skills; oral, written, facilitation and presentation.</div> </li> <li> <div>Excellent at recording detailed notes.</div> </li> <li> <div>Passion to help people and enrich their lives.</div> </li> <li> <div>Previous customer service experience preferred.</div> </li> </ul> <p><strong>LANGUAGE and SYSTEM SKILLS</strong></p> <ul dir="ltr"> <li> <p>Working knowledge of MS Office.</p> </li> <li> <p>Ability to multi-task between multiple systems.</p> </li> </ul> <p>&nbsp;</p> <p><strong>REASONING/PROBLEM-SOLVING ABILITY</strong></p> <ul> <li> <div>Organized, self-motivated, ability to multi-task.</div> </li> <li> <div>Good at working independently, thinking critically, and providing quality ideas to improving department processes.</div> </li> <li> <div>Strong organizational and analytical skills.</div> </li> <li> <div>Routinely applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.&nbsp;&nbsp;Able to deal with problems involving concrete variables in standardized situations.</div> </li> </ul> <div>&nbsp;</div> <div><strong>DECISION MAKING &amp; IMPACT OF ERRORS</strong></div> <ul> <li> <div>Ability to prioritize workload to meet tight deadlines in a fast-paced and dynamic work environment.</div> </li> <li> <div>Protects the organization&rsquo;s value by keeping information confidential.</div> </li> <li> <div>Makes decisions on how to carry out specific day-to-day tasks. Typically consults with supervisor on anything out of the ordinary.</div> </li> </ul> <div><strong>PHYSICAL DEMANDS</strong></div> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.</p> <ul> <li>Able to sit up to 90% of the time.</li> </ul> <p>&nbsp;</p> <p><strong>WORK ENVIRONMENT</strong></p> <p>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.</p> <ul> <li>Typically works in a general office work environment.</li> </ul> <div>&nbsp;</div> <p><strong>TRAVEL REQUIREMENTS</strong></p> <ul> <li>Travels less than 5% of the time.</li> </ul>