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Military Experience Welcome!
Benefits for New Hires start Day 1.
Payment Service Representatives assist customers via inbound and outbound phone calls. Utilizing a range of software and tools combined with information provided by the customer to communicate effective solutions. Establishing rapport and creating effective relationships during each interaction is essential to providing a delightful experience. Delighting every customer during each interaction in our fast paced environment requires a resourceful curiosity combined with a high level passion and enthusiasm for the customer.
Start with the paycheck: Base plus commission. Our current full-time Payment Services Agents earn an average of $33,500-$35,000 in total compensation in the first year when successfully meeting or exceeding performance goals. After the first year in role, our employees make an average of $38,000-$40,000.
Communicates and explains intermediate account information to the customer with focus on collecting the delinquent customer balance, while ensuring first-call resolution for inbound calls.
Explains billing cycles, processes, and prorates to ensure that customers understand their statements.
Corrects discrepancies on customers’ billing statements and researches customer billing situations as necessary.
Utilizes established escalation procedures to expedite prompt resolution.
Negotiates on every call in an attempt to satisfy delinquent customer balances.
Multitasks between multiple tools and systems and applies information, knowledge and resolution to the customers’ situations.
Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable information (PII).
Acts as a product expert, articulating product features (Cable TV, Internet, Phone and XFINITY Home) and the benefits of satisfying a payment to prevent interruption of these services.
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 and manage and diffuse angry or upset customers.
Consistently meets or exceeds established goals and performance metrics which reflect higher performance expectations.
Attends training as required.
Able to seek assistance from team members and seeks Supervisor support when necessary.
Interacts with customers 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.
High School Degree or Equivalent
Generally requires 0-2 years related experience.
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