Call Center Representative

Edward Rose & Sons; Kalamazoo (MI); On-site; USD 19,000 - 29,000; Full time

Benefits offered by this job

401(k) with company match

Generous paid time off programs

Competitive compensation plan

Employee referral program

Great work environment

Opportunities for advancement

Discounted apartment home

Job summary

Edward Rose & Sons in Kalamazoo, MI is seeking a Call Center Representative to handle inbound and outbound calls and emails about broadband services, including Dish Network and Internet services, while using the BOSS system.

You will identify customer needs, provide information, resolve issues, document interactions, and contribute to team metrics. A high school diploma and prior call center experience are preferred; Microsoft Office skills are expected, and a valid driver's license is required.

Qualifications

• High School Diploma or equivalent required.
• Previous experience in a Call Center environment preferred.
• Strong written and verbal communication skills.

Responsibilities

• Answer incoming calls and respond to customer inquiries professionally.
• Identify customer needs, resolve issues, and escalate when needed.
• Research issues and provide solutions related to Dish Network, Internet services and the BOSS system.
• Document customer interactions and update records in the system.
• Contribute to team performance metrics and participate in training.
• Provide information on Dish Network services, installation, rates, and billing.
• Monitor the BOSS dashboard and assist residents with navigating it.
• Coordinate with sales and manage account activations/deactivations when required.
• Troubleshoot existing Dish and Internet issues and initiate work orders when needed.

Skills

Call center experience

Customer service

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Kalamazoo Regional Office
Portage, MI 49002, USA

Description

Start with a job, stay for a career.

For over 100 years, Edward Rose & Sons has been committed to career development for our team members. We offer you the opportunity to grow in an environment where you will feel valued, have room for advancement, and be rewarded for your good work.

The Call Center Representative is responsible for managing large amounts of inbound and outbound customer calls and emails regarding their broadband services in a timely manner. This correspondence will assist with identifying customer needs, providing information on repairs, researching issues, and providing solutions or alternatives as needed related to Dish Network and Internet services while interfacing with the Bloom Operating Software System (BOSS).

What are the responsibilities of a Call Center Representative?

• Answer incoming calls and respond to customer inquiries in a timely and professional manner, providing product and service information as needed.
• Identify customer needs, resolve issues, and escalation complex issues as needed.
• Research issues and provide solutions or alternatives related to Dish Network, Internet services and the BOSS System.
• Document customer interactions, update customer records in the system, and notate accounts on all resident calls.
• Contribute to individual and team performance metrics, participate in training and development sessions, and continue to improve performance and knowledge of products and services.
• Provide residents with information regarding Dish Network services, including installation, rates, programming, fees, and billing.
• Monitor BOSS dashboard, following up on open work orders, and assisting the community with navigating BOSS.
• Interface with Dish Network's sales force to activate and deactivate receivers, open and terminate or disconnect accounts.
• Troubleshoot existing Dish and Internet customers, initiating work orders if unable to resolve.

What are the Role Requirements?

• High School Diploma or equivalent required.
• Previous experience in a Call Center environment is preferred.
• Familiarity with Dish Network is preferred.
• Basic home networking skills and experience with associated software and hardware is preferred.
• Professionalism and a demonstrated commitment to providing excellent customer service.
• Strong written and verbal communication skills.
• Must be proficient with Microsoft Office programs.
• Ability to be organized, detail-oriented, and to work effectively in a fast-paced environment.
• Ability to work cooperatively and respectfully with others.
• Must possess exceptional organizational and time-management skills, including the ability to balance and prioritize simultaneous projects and tasks.
• Must present the ability to execute job duties under stressful circumstances such as last-minute deadlines or other difficult situations.
• Must have a valid driver’s license and reliable transportation.

What's in it for you?

• Comprehensive benefits package, including 401(k) with company match
• Generous paid time off programs
• Competitive compensation plan
• Employee referral program
• Great work environment
• Opportunities for advancement
• Discounted apartment home

Grow a Career with Edward Rose & Sons!

Edward Rose & Sons is committed to career development for our team. We offer training and development through on the job, technical, sales, and leadership tracks and provide solid growth potential in all areas of our business.

Our Mission, Vision, and Values:

We are an Equal Opportunity Employer, and we affirmatively seek diversity in our workplace. We recruit qualified candidates and advance our employees without regard to race, color, religion, gender, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status or characteristic protected by federal, state or local laws.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.