Client Care Representative

Access One Inc.; Chicago (IL); Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health, dental, vision

Matching 401k, PTO

Job summary

Access One is a business technology services and communications provider delivering phone-based support to its existing voice and data customer base. The role is hybrid for the Chicagoland area, with a 3-day in-office, 2-day remote schedule, and a shift from 9 AM to 6 PM CST.

You will handle inquiries via phone, chat and email, perform data entry, and assist in resolving issues. VOIP troubleshooting and Metaswitch changes are part of daily operations to improve service quality.

Qualifications

• Bachelor's degree preferred.
• Customer service, call center and/or telecom experience preferred.
• Ability to manage difficult customer situations and respond promptly.
• Proficiency in Microsoft Office preferred.

Responsibilities

• Answer telephone inquiries, online chats and emails from customers in a timely and professional manner.
• Provide quality service by responding to needs and initiating resolution, collaborating with other departments.
• Perform data entry to document complaints and actions taken.
• Correspond with customers and other departments to obtain facts.
• Help create customer loyalty through courteous, efficient service.
• Tier I troubleshooting for VOIP services.
• Conduct VOIP changes in Metaswitch (Network Switch).
• Provide ticket status upon request.
• Ensure follow-up with customers on all requests.

Skills

Customer service

Call center experience

Telecom experience

Communication skills

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

Access One is a business technology services and communications provider, dedicated to world-class - technologies and an award-winning client experience. - Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve in tandem with their business. Our custom-tailored solutions can be delivered modularly or as a complete, end-to-end service, providing an unrivaled level of accountability for our clients’ - communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

Client Care Representative

What You Will Do

This position is responsible for providing phone-based customer support to Access One’s existing customer base. Client Care Representatives will be responsible for providing phone-based customer support to the Access One’s existing voice and data customer base. Client Care Representatives will assist our telecommunications customers with account inquiries, etc.

Responsibilities Include

• Answer telephone inquiries, online chats and emails from customers in a timely and professional manner.
• Provide quality service to Access One customers by responding to customer needs and inquiries, and initiating the resolution of problems in specific areas. May partner with other department staff to resolve issues.
• Perform data entry into the appropriate systems to document customer complaints and steps taken to address issues.
• Correspond with customers and other company departments to obtain facts regarding customer inquiries/complaints.
• Help to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer service.
• Tier I troubleshooting for VOIP services.
• Conduct VOIP changes in Metaswitch (Network Switch).
• Provide trouble ticket status upon request of the customer.
• Ensure follow-up with customers on all requests and concerns.

Qualifications

• Bachelor's degree preferred.
• Customer Service, Call Center, and/or Telecom experience preferred.
• Ability to manage difficult customer situations, respond promptly to customer needs and solicit customer feedback to improve service.
• Ability to learn quickly and adapt to changing environments.
• Excellent communication skills are required.
• Reps must be able to write and speak clearly and informatively.
• Must be able to listen and get clarification when needed, and respond well to questions.
• Ability to prioritize, use time efficiently and manage competing demands while still meeting deadlines.
• Demonstrate accuracy, thoroughness and attention to detail. Look for ways to improve and promote quality.
• Proficiency in the Microsoft Suite preferred.
• Scheduling flexibility and willingness to cover shifts.

Salary & Benefits

• Salary Range: $22.00 - $25.00/hour DOE
• Comprehensive benefits: health, dental, vision
• Matching 401k, PTO

This is a hybrid role (3 days in office, 2 remote) for those in the Chicagoland area

The shift is 9 AM - 6 PM CST

Access One 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.