CCR I and CCR III

We are hiring for the CCRI and CCRIII positions in our tele-services departments, both in our 244 Dundee location and the 1250 H Street location in Greeley, CO. There are bi-lingual Spanish positions available at the 1250 H Street location.

 

Position Purpose:

 

Responds to customer inquiries ensuring customers receive efficient and courteous service.

 

Customer Care Representative (CCR) I:

Work is performed under direct supervision.  Follows detailed instructions and reports any deviation to Team Leader.  Work assignments are routine in nature where limited judgment is required.  Acquires job skills and learns company policies and principles to complete routine tasks.  Requires 0 to 3 months related experience or equivalent combination of education and related experience.

 

Customer Care Representative (CCR) III:

Work is performed under minimal supervision.  Normally receives no instructions on routine work and general instructions on new assignments.  Generally, work is evaluated upon completion to ensure objectives have been met.  Work assignments are complex in nature where judgment is required in resolving problems and making recommendations.  Applies extensive knowledge of the job, and company policies and principles to complete a wide range of tasks.  Comprehensive understanding of the general and technical aspects of the job.  Complete understanding of the general and technical aspects of the job.  Requires a High School Diploma or GED with a minimum of 6 months related experience or equivalent combination of education and related experience. 

 

Essential Functions

 

1.  Responds to customer inquires regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail.

 

2.  Utilizes computer/on-line guidelines in responding to customer inquiries.

 

3.  Communicates with the customer to help them understand proper use of product, hardware, or software.

 

4.  Handles customer problems related to product function or the replacement of defective parts.

 

5.  Completes, processes, and maintains applicable paperwork and records.

 

6.  Researches and resolves customers? disputes and problems within established guidelines.

 

7.  Handles disgruntled and dissatisfied customers in a courteous and professional manner.

 

8.  Strives to resolve customer issues on the first call without having to transfer callers.

 

9.  Follows escalation procedures as needed.



10.  Up-selling and / or Renewals as required by our client.