Sales and Service Agent

Liberty Latin America Communications, Inc.; San Juan (PR); On-site; USD 26,000 - 38,000; Full time

Job summary

Liberty Latin America is seeking a Sales & Service Agent in Puerto Rico to manage customer interactions and drive upsell opportunities for fixed and mobile services. You will resolve inquiries, record information, and ensure product knowledge to deliver exceptional service.

The role emphasizes meeting sales objectives, assisting with store operations, and escalating complex cases to a supervisor when needed, all with a focus on customer satisfaction.

Qualifications

• High School Diploma or Associate degree preferred.
• One to two years of experience in Customer Service or Sales, preferably in Telecommunications.

Responsibilities

• Provide prompt resolution of customer inquiries with billing, service, programming, technical or maintenance information.
• Offer additional services and products to existing customers; maintain knowledge of products, pricing plans, promotions, and features.
• Sell fixed and mobile services to existing customers and meet sales objectives.
• Retain customers and escalate unresolved cases to supervisors as needed.
• Record account information and provide accurate order status and product knowledge.

Skills

Customer service

Sales

Upselling

Product knowledge

Education

High School Diploma

Associate degree

Job description

As a Sales & Service Agent you will manage customer service experience and claims to resolve accurately with focus to up sell services offered by Liberty and offer automatic payment options at our stores. You will also offer fixed and mobile services and products in a timely and professional manner and meet all sales objectives. As a Sales & Service Agent you will acquire necessary information for resolution of transactions. You will advance to next level or supervisors any escalations or situations needed to be resolved at that level.

• Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Record information as needed or required.
• Offer additional services and products to existing customers. Maintain strong knowledge of all products, accessories, pricing plans, promotions, and service features.
• Sell additional fixed and mobile services to existing customers.
• Retain and make all reasonable efforts to retain customers who have requested disconnection or downgrade of services. Escalate to a supervisor, leader, or manager any case that was unsuccessful in retaining.
• Attract potential customers by answering product and service questions, suggesting information about other products and services.
• Open customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Partner with store management team to understand and be involved in the daily operations of the retail store, including assisting with merchandising and product launches to keep growing products and service knowledge to thoroughly recommend complete solutions to customers.
• Exceed, improve, or maintain minimum sales standards or objectives as required, ensuring that customers are provided with extraordinary experience with Liberty products and services.
• Demonstrate courtesy and patience in customer relations.
• Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone.
• May perform follow-up on installation/service quality, greet walk-in customers.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

High School Diploma, Associate degree, preferred.

One to two years of experience in Customer Service, Sales, preferable in Telecommunications field.