[Hiring] Client Experience Agent @MetTel

Role Description

We are seeking a Client Experience Agent to join our After Hours Team!

• Remote; must reside local in Salt Lake City, Utah.
• Swing Shift hours: 11am MST - 8pm MST.
• Client Experience Agents answer incoming calls from customers to place orders, respond to inquiries, manage complaints, troubleshoot, and submit repair tickets for service-related impacts.
• Agent will be a member of the Client Experience team servicing consumers interested in the products MetTel offers, assisting them online and over the phone.
• Inform customers of product terms and features and project a professional company image through voice and online interactions.
• Contribute to company projects intended to improve MetTel processes and/or service offerings.

The function includes but is not limited to the following:

• Answer incoming calls and respond to customer emails; log into and remain available for calls during all assigned working hours.
• Manage and resolve customer complaints in a timely manner; success will be measured by email and call quality observations completed and reviewed monthly with CS leadership.
• Identify and take ownership of issues; escalate to supervisors as necessary.
• Provide product and service information to customers.
• Research required information using available systems and tools; ensure full awareness of all tools and systems available to ensure a positive customer experience.
• Process orders, forms, and applications.
• Route calls to appropriate resources when necessary.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up on customer calls where necessary.
• Other duties as assigned.

Qualifications

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Multilingual desired but not required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Knowledge of Microsoft Office Suite (Excel, Word, Project, PowerPoint); Explorer Internet software.

Requirements

• Bachelor's Degree.
• 3 or more years of customer service experience.
• Remote; must be based local in Salt Lake City, Utah.

Benefits

• The salary reflected is a good faith estimate of base pay for the primary location of the position.
• The U.S. pay rate for this position is $20 - $25 hourly; pay varies by work location and may also depend on job-related knowledge, skills, experience, and abilities of the successful candidate.