Successful completion and passage of all applicable employment testing and interview
Must be able to pass a Drug Screening and Criminal Background check
Required used of a computer for extended periods of time
Essential Functions
Qualification Requirement
Qualified Candidates must possess a:
Minimum of 3 months sales experience (retail experience does apply.)
Telecommunications experience is a plus.
Successful completion and passage of all applicable employment testing and interview
Must be able to pass a Drug Screening and Criminal Background check
Required used of a computer for extended periods of time
The Customer Service Representative shall make and/or receive telephone calls on behalf of our clients. The position performs according to established quality assurance standards and within guidelines set forth by the company and the client. The Customer Service Representative is expected to meet and/or exceed established goals, attend and actively participate in training, re-training and up-training programs.
Essential Functions
Suggestively sell clients products and services.
A customer service agent’s duty is to generate sales of our client’s services and products and must represent TRG Customer Solutions and it’s clients with the Utmost integrity and professionalism.
Provides exceptional customer service and maintains established acceptance rating on quality monitoring tests.
Accurately inputs, retrieves and accesses information regarding a customer from a computer system.
Resolves customer concerns immediately and effectively. Displays professionalism and courtesy at all times.
Quickly and correctly answers product questions. Has full knowledge of features and benefits of products and services. Seeks to stay informed of program changes.
Clearly understands the practices and procedures of the department and job responsibilities.
Offers feedback to quality supervisor always based on errors or improving results.
Operates a computer system effectively.
Attends and actively participates in all required training programs. Shows eagerness and capacity to learn new products and programs. Provides feedback and suggestions to Supervisors for program improvement.
Qualification Requirement
High School diploma or equivalent is required.
Minimum 6 months experience in a customer service environment.
Strong interpersonal and verbal communication skills. Effectively translates complex information into common terms.
Responsible for evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfillment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency.
Supports at least one account or project within a portfolio of account
This individual is responsible for the accuracy of evaluations, analysis and overall performance.
The Quality Analyst, Customer Interaction Quality is responsible for the proactive identification of agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program.
Essential Functions
Qualification Requirement
Minimum 1-2 years experience in a professional telephone customer service environment
Previous front-line experience and successful completion of program specific training on the program being supported is required.
Working knowledge of applicable customer contact systems (phone, e-mail, and web).
Broad understanding of client conformance measures
Strong interpersonal communication skills
Ability to respond positively to changing environment
Ability to use Call Recording Systems preferred
Process Improvement knowledge/analytical skills preferred.
Previous quality assessment experience preferred
Knowledge of adult learning techniques, preferred
Familiarity with fundamental feedback and coaching skills is desired.
This position is responsible for meeting or exceeding client goals for quality and performance for assigned programs. This includes positively motivating Contact Center Representatives; monitoring program objectives; providing on-the-job training; creating a team/positive atmosphere; developing overall contact skills and program troubleshooting. In addition, this position is responsible for the administrative management of assigned Contact Center Representatives (this includes 90-day and annual reviews); completing assigned reports and feedback; and auditing work stations at the conclusion of the scheduled shift.
Essential Functions
Qualification Requirement
Minimum 1-2 years supervisory experience in a professional telephone customer service environment
Previous front-line experience and successful completion of program specific training on the program being supported is required.
Working knowledge of applicable customer contact systems (phone, e-mail, and web).
Broad understanding of client conformance measures
Strong interpersonal communication skills
Ability to respond positively to changing environment
Process Improvement knowledge/analytical skills preferred.
Previous quality assessment experience preferred
Knowledge of adult learning techniques, preferred
Familiarity with fundamental feedback and coaching skills is desired.
Must have a strong understanding of communication (Video, Data and Voice) networking components, PC Hardware/Software and Operating Systems (i.e., MS Windows), Video, Data and Voice service components and functionality in the areas identified on the attachment below:
Have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location. Knowledge of client software technologies. Knowledge of Email and associated protocols. Knowledge of Email client setup (Internet Explorer, Outlook Express, etc.)Home networking, use of area wireless technologies, wireless home technology to include devices and protocols. Basic understanding of personal web/home page construction, at least to the point of understanding what Client offers and the tools available for the customer.
Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups. Ability to overlap and perform more than one function at a time while communicating with internal and/or external customers.
Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers. Must be willing to work regularly scheduled full time and/or part time tours including day, evening, night, weekend, split shift and holiday tour assignments to facilitate 24 x 7 coverage in the center. Overtime may be required.
Essential Functions
Qualification Requirement
High School diploma
One (1) year customer call center experience is desirable.
Ability to work independently and demonstrate initiative
Resourceful and well organized
Tech Savvy with knowledge in Hardware/Software, Internet, Networking & Data/Voice, Troubleshooting.
Strong interpersonal, verbal and written communication skills
Advanced Support CSRs are Level 3 CSRs who provide advanced desktop technical support via telephone, a chat application or floor support. The primary function of this role is to assist Inbound CSRs and/or supervisors to whom a call has been escalated with troubleshooting and problem-solving issues while the Customer is on the phone. In some instances, the Advanced Support CSR may be required to take over a call from a Level 2 CSR or Supervisor.
Offline functions are performed by Supplier resources not scheduled to handle inbound calls. Any employee considered for an offline role must be meeting the required performance metrics associated with their current role (e.g., resource cannot be in a remedial status). Verizon may direct that offline CSRs perform other miscellaneous tasks related to FiOS technical support when those CSRs are not actually performing offline Services.
Essential Functions
Qualification Requirement
Prior to being placed in production, Advanced Support CSRs must possess the skills of a Level 3 CSR, be in compliance with all performance metrics (center and CSR level) and exhibit the following:
Prior work experience as an Inbound CSR (minimum three (3) months)
Strong customer service skills
Ability to maintain patience
Ability to communicate technical material to a non-technical audience
Supplier shall ensure that Advanced Support CSRs maintain product and process knowledge. Advanced Support CSRs also may be asked to log in and handle inbound calls in times of high call volume surges. Must have the following:
This position is responsible for managing daily operations of the Contact Center in the most effective and customer-satisfying manner by leading and coaching a supervisory team and complying with federal, state, local laws and TRG Customer Solutions regulations. Establish and consistently meet/exceed client program service goals and objectives in performance, production and quality. Manage call lists and completes reporting as required. Generate and analyze reports throughout the shift to make appropriate program changes based on client goals. Review performance and production reports to ensure that goals are being met. Develop a high performance team by acting as coach and mentor to staff. Train and empower Quality Supervisors to motivate Customer Service Representatives. Write and conduct annual performance appraisals. Ensure that appropriate rewards and recognition are implemented for all programs. Contribute to budget/expenses and recommend solutions and changes for improving Contact Center financial performance. Evaluate supervisory quality monitoring sessions to ensure improved CSR performance. Ensure efficiency and overall accuracy of sales verification process within the contact center. Provide regular feedback to those involved with programs, including Contact Center Management, Account Management, and Information Technology. Meet with operations management team regularly to review service levels/performance and obtain feedback. Ensure that policies and procedures are communicated and followed.
Essential Functions
Qualification Requirement
3 years previous management experience, preferable in Telemarketing
Previous call center experience with two (2) or more of the following
More then three (3) months experience as an inbound call center CSR
Bachelors degree
More then one (1) year of previous supervisory experience
Knowledge of internal computer/operating systems.
Proficiency in MS Word & Excel with an emphasis on
creation, design & maintenance of spreadsheets.
Above Average Program Knowledge
Strong interpersonal, verbal and written communication skills.
Ability to relate to all levels of staff and management.
Good reasoning abilities and sound judgment.
Resourceful and well organized.
Strong Leadership Skills
“I’m going places…”
Duncan Cornthwaite,
BBA - CPC
Regional Manager, HR
North Bay, Canada
I started my career as a Customer Service Representative in 1997.
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