Customer Support Representative

B2B Customer Service Agent

Job Summary: As a B2B Customer Service Agent, you will be the first point of contact for our business customers including handling billing calls, general inquiries, resolving issues, and providing exceptional customer service over the phone and through various communication channels. Your ability to actively listen, understand customer needs, and deliver timely and effective solutions will be crucial to ensuring customer satisfaction and loyalty. Additionally, B2B Agent will drive service-to-sales outcomes by presenting new solutions as applicable.

Key Responsibilities

• Customer Support: Answer incoming calls, and other communication channels promptly and professionally. Support business customer billing inquiries, product information, order status, and general questions which may result from various pricing adjustments and promotional frameworks
• First Call Resolution Approach issue resolution with tenacity and a level of urgency to limit the level of effort our business customers need to invest in issue resolution. Always use Agent tools provided to assist in explaining billing matters and determining if a customer is eligible for any price relief.
• Effective Communication: Clearly and concisely communicate information to customers, explaining complex concepts in a user-friendly manner. Provide step-by-step instructions, guidance, and support to ensure customer understanding.
• Enhance Customer Experience: Ability to upsell/cross- sell Optimum products and services to existing customer base to further strengthen customer relationships and enhance the overall experience. Identify and recommend additional products and services including speed tier upgrades, Optimum Mobile, FTTH and other identified sales direction.
• Continued Education: Ability to learn via provided training (digital & instructor led) and peer to peer engagement to ensure knowledge progression from lower complex customer needs to higher complex customer needs.
• Data Entry and Management: Accurately input and update customer information, inquiries, and interactions in the company's database. Maintain thorough and organized records of customer interactions.
• Product Knowledge: Embrace all provided training opportunities to deepen your knowledge and promote better customer outcomes through customer education.
• Problem Solving: Identify trends in customer inquiries and feedback, proactively suggesting improvements to streamline processes and enhance customer satisfaction by taking an owner’s mindset to drive to resolution.
• Multitasking: Handle multiple tasks simultaneously while maintaining a high level of professionalism and attention to detail. Manage time effectively to meet or exceed individual and team performance metrics.
• Team Collaboration: Collaborate with colleagues, supervisors, and other departments to ensure consistent and seamless customer experiences. Share insights and knowledge to contribute to the team's success.
• Quality Assurance: Be familiar with all the Quality Assurance expectations of the role and maintain a high adherence level
• Escalation: Adhere to the specified issue escalation process to get the most immediate resolution for the customer.
  
  

Qualifications

• High school diploma or equivalent; some college education preferred.
• Experience: 3 Years experience from contact center background (Preferably telecom domain and Technical/billing Support Experience) and at least 2 years working with Business customers
• Above average mathematical aptitude and ability to explain complex bill structures
• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical-thinking abilities.
• Effective in positioning new products and solutions and meeting reasonable Service-to-Sales goals.
• Patience and empathy when dealing with customers' concerns.
• Proficient in using computer systems, software, and CRM tools.
• Ability to work in a fast-paced environment and adapt to changes.
• Demonstrate empathy and active listening skills
• Strong multitasking skills while maintaining attention to detail.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture. (C1 level language proficiency)