Call Center Representative - ENT
LanceSoft, East Syracuse, NY, United States
Job Title: Call Center Representative - ENT
Job Duration: 12 Months Contract
Location: East Syracuse, NY 13057-6300
Job description Manage large amounts of incoming calls. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid, and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers and deliver world-class service.
What we help them with: Residential customer complaints are triaged by Tier 1 agents and transferred to the Connected Devices / Remote Access representatives Assist with troubleshooting for remote access and connectivity issues, specifically with thermostats Provide assistance with mobile app navigation and updates, including login issues, registering new accounts and adding devices Assist with questions related to software and app updates or changes Dealer referralsgetting a customer connected with a dealer that can provide additional service. Getting Dealers referred to Distributors for assistance Provide customers with warranty information Product comparison Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
Job Duration: 12 Months Contract
Location: East Syracuse, NY 13057-6300
Job description Manage large amounts of incoming calls. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid, and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers and deliver world-class service.
What we help them with: Residential customer complaints are triaged by Tier 1 agents and transferred to the Connected Devices / Remote Access representatives Assist with troubleshooting for remote access and connectivity issues, specifically with thermostats Provide assistance with mobile app navigation and updates, including login issues, registering new accounts and adding devices Assist with questions related to software and app updates or changes Dealer referralsgetting a customer connected with a dealer that can provide additional service. Getting Dealers referred to Distributors for assistance Provide customers with warranty information Product comparison Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department