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Training Hours: 11am-8pm EST (10am-7pm CST), Monday - Friday Work Hours: 2pm-11pm EST (1pm-10pm CST), Friday - Tuesday w/Wednesday and Thursday Off As a Virtual Repair Representative, you will be responsible for answering inbound calls from customers experiencing issues and will be expected to troubleshoot all Xfinity products to repair and restore the customers’ services. You will need to follow established troubleshooting steps through the use of troubleshooting tools (ITGs) and will be expected to follow the ITG and trust the resolution the tool provides. Aside from providing a positive customer experience, sales will be key and one of your critical job responsibilities. You will be expected to discover customer needs and sell the value and benefits of Xfinity products with every customer interaction. Meeting your sales goals will be a large part of how your overall performance is measured in this role. Most of the calls in this role will be related to Repair and technical troubleshooting. Periodically you will be expected to assist by handling overflow calls from other queues during high call volume periods.
Job Description
Core Responsibilities:
Responsible for providing end-to-end support for our customers and communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy.
Establishes and builds rapport while promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System and quality behaviors.
Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer.
Responsible for responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment.
Actively puts the customer needs and wants at the center of all interactions.
Creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions.
Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both verbal and written means to maximize the customer experience, with demonstrated ability to articulate relevant information.
Follows established troubleshooting procedures, including use of appropriate resources and desktop tools.
Effectively works to build a consultative relationship with the customer to create understanding, set clear expectations by providing accurate information and resolve all issues.
Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving.
Illustrates competencies of a technology enthusiast. Multitasks between multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any customer interaction.
Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products and services.
Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
Corrects discrepancies on customers' accounts and researches service disruptions as necessary.
Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.
Demonstrates awareness of company policies and procedures while applying sound judgment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
Educates and promotes self-service options.
Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations.
Demonstrates ability to achieve established goals and performance metrics and attends trainings as required.
Works independently and seeks Supervisor support when necessary.
Interacts with customers via telephone, e-mail, SMS or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard and mouse.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.
U.S. Eligibility Requirements:
Interested candidates must submit an application and resume/CV online to be considered
Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
All your information will be kept confidential according to EEO guidelines.
At Contec , we strive to be the best at bringing creative technology and people based solutions to the world’s broadband service providers and electronics OEM’s.
We enable our customers to extend service life and maximize financial returns from their investments in customer premise equipment and electronics hardware while maintaining or improving their customer experience.
Operating from out network of service centers we provide our customers with solutions that leverage our proprietary testing and repair technology to accurately and efficiently manage returned devices. For more complex repairs we leverage our low-cost repair locations so we can maintain the perfect balance of speed and cost that is right for each customer. Our custom kitting resources also allow us to effectively fulfill direct to customer and bulk product orders to ensure a positive end-customer experience.