Sales & Service Agent

Liberty Latin America Ltd.; Mayagüez (PR); On-site; USD 17,000 - 22,000; Full time

Job summary

Liberty Puerto Rico is seeking a Sales & Service Agent in Mayagüez. You will manage customer service experiences and claims, upsell services, and offer automatic payment options at stores. You will collect necessary information for transactions and escalate complex cases to supervisory levels as needed.

Responsibilities include resolving inquiries, promoting fixed/mobile services, maintaining product knowledge, and ensuring high customer satisfaction through prompt, professional service.

Qualifications

• High School Diploma or Associate degree preferred.
• One to two years of experience in Customer Service or Sales, preferably in telecom.
• Bilingual Spanish and English; strong communication and interpersonal skills.

Responsibilities

• Resolve customer inquiries and billing questions with accurate, timely information.
• Upsell additional fixed and mobile services and products to existing customers.
• Record account information and maintain knowledge of products, plans, and promotions.
• Retain customers by addressing disconnections or downgrades and escalating when needed.
• Provide product knowledge, answer questions, and assist with merchandising and launches.
• Handle installation/service quality follow-ups and ensure customer satisfaction.

Skills

Bilingual (Spanish and English)

Good communication

Interpersonal skills

Customer service experience

Sales experience

Data entry

Education

High School Diploma

Associate degree (preferred)

Tools

Microsoft Office

Windows

Data entry software

Job description

Locations: Mayagüez

What´s the role?

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.

How can you add value?

• 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.

What do you need?

Education and/or Experience:

High School Diploma, Associate degree, preferred.

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

Other Qualifications:

• Good communication and interpersonal skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Ability to work in other locations as the needs of the business dictate may be required.
• A general knowledge of clerical routines and use of office equipment.
• Ability to interact positively with the public, either on the telephone or in person.
• Strive to maintain a phenomenal level of confidentiality and work with highly sensitive data and information.
• Bilingual (Spanish and English).
• Data Entry experience.
• Computer-literate with experience in Microsoft Office and Windows programs; able to multi-task, maneuver between multiple screens, and perform efficient keyboarding.
• Customer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.