Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is a company focused on providing quality customer service. The Customer Service Representative I is responsible for assisting customers via phone, chat, and email, addressing inquiries and complaints, and maintaining customer accounts effectively.
Responsibilities
- Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills
- Open trouble tickets for specific customer issues
- Explain product options and related charges clearly and concisely
- Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool
- Take customer payments or offer other payment options for the customer
- Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed
- Maintain quality scores and call center metrics
- Promote self-service tools such as IVR and Web
- Inform customers of promotions and new or upgraded products
- Quotes rates and encourage customers to utilize prepay options
- Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging
- Assist with questions during the Nesting stages of the training process or as needed
- Access to additional programs/platforms which may include S-Gate
- Performs other related duties and responsibilities as required or assigned
Skills
- Ability to read and comprehend simple instructions and short correspondence
- Ability to write straightforward explanations of trouble tickets submitted
- Ability to ask effective questions and present information clearly and concisely
- Ability to clearly communicate with customers, both verbally and written
- Able to handle sensitive and emotional calls that require empathetic responses
- Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
- Ability to communicate and respond to customers while keying information into system
- Ability to navigate multiple applications in several environments
- Ability to follow a set schedule, including taking timely lunches and breaks
- Must have access to high-speed internet for remote connectivity to Securus network when applicable
- High school diploma or GED
- At least 3 months of previous call center and/or customer service experience
- 3 years of customer service experience with at least 2+ years call center environment
Benefits
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
Company Overview
Aventiv is a diversified technology company that provides innovative solutions to customers in the corrections and government sectors. It was founded in 2019, and is headquartered in Addison, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.aventiv.com/.
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