Client Care Representative

Access One Inc.; United States; Remote; USD 30,000 - 34,000; Full time

Job summary

Access One Inc. is seeking a Client Care Representative to deliver phone-based support to our current clients in a remote capacity. You will assist with account inquiries, move/add/change orders, and open trouble tickets, while performing Tier I VOIP troubleshooting and Metaswitch updates.

The role requires clear communication, strong problem solving, and the ability to manage multiple tasks with professionalism. Remote work options and comprehensive benefits are provided.

Qualifications

• Excellent communication skills are required.
• Experience handling difficult customer situations is preferred.
• Proficiency with Microsoft Office applications.
• Strong time management and multitasking abilities.

Responsibilities

• Provide phone-based customer support to existing clients.
• Assist with move, add, and change orders and open trouble tickets.
• Perform Tier I troubleshooting for VOIP services and changes.
• Document customer inquiries and resolutions in the system.
• Ensure follow-up with customers and departmental colleagues.

Skills

Excellent communication

Microsoft Suite

Time management

Difficult customer handling

Education

Bachelor's degree

Tools

Microsoft Office

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 assist customers with account inquiries, facilitate move, add, and change orders, and open trouble tickets. In addition, Client Care Representatives are responsible for Tier I troubleshooting for VOIP services, VoIP changes, online chats, inbound email communications, and Lucent and Metaswitch updates.

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 remote position.
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.