客户体验代表I（CX代表I）
Customer Experience Representative I (CX Rep I)
其他限定地区（需当地身份）
公司Blue Stream Fiber
薪资未公开
工作地点United States
地域资格限定地区（需当地身份）
时区要求日间重叠约 9 小时，基本正常作息
用工类型Full Time
发布时间今天
数据来源Himalayas
注意地域限制：该职位明确限定在 United States 招聘。如果你是位于中国大陆的求职者，通常需要当地工作身份才能投递，或需与雇主确认是否接受独立合同（Contractor）形式合作。
客户体验代表I（CX Rep I）负责提供一级客户服务。该职位是处理最常见咨询的首个接触点，专注于基础账户管理和一级技术故障排除。CX Rep I需及时准确地解决所有简单问题，确保良好的客户体验，同时将更复杂的账户或技术问题升级至高级代表或主管。
主要职责
- 处理来电客户咨询，重点关注账户和账单相关问题（例如：付款、账户变更、服务升级/降级）。
- 提供一级技术支持以解决从基本连接、信号检查和设备重启到识别故障等客户服务问题。
- 在多个计算机系统中操作，以识别、排查并解决客户的的技术问题。
- 准确记录所有客户互动，并在系统和工具中更新记录，以确保服务历史完整。
- 保持高水平的专业精神和客户服务。
- 参与培训课程，以了解公司产品和服务的最新信息。
- 成功向现有客户推销产品或服务。
- 将未解决或复杂的问题升级至下一级或适当的支援团队。
- 达到或超过经理和部门设定的关键绩效指标（KPI）。
- 完成其他指派的任务。
技能、知识与专长
- 所有候选人必须居住在佛罗里达州。
- 必须能够接受具有变动开始时间的工作安排，可能包括夜间、周末（周六、周日或两者皆有可能）和节假日。
- 高中毕业或同等学历。
- 具备英语/西班牙语双语能力者优先。
- 优秀的沟通和人际交往能力。
- 基础的计算机操作能力和对CRM系统的熟悉以及对Microsoft Office的使用。
- 有呼叫中心相关工作经验者优先，两年以上为佳。
- 我们要求最低下载速度为50 Mbps，上传速度为10 Mbps。需要进行网速测试，并提交结果。
- 有一个指定的工作区域，不受任何干扰或中断。
- 在入职前两个月内能够参与虚拟培训的强制阶段。您必须能够在不中断的情况下完成所有强制性培训。
- 能够处理多项任务并在快节奏的环境中工作。
查看英文原文
The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors.
Key Responsibilities
- Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades).
- Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages.
- Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
- Accurately document all customer interactions and update records within the system and tools to ensure service history is complete.
- Maintain a high level of professionalism and customer service.
- Participate in training sessions to stay updated on company products and services.
- Successfully upsell products or services to existing customers.
- Escalate unresolved or complex issues to next level or appropriate support as necessary.
- Meet or exceed key performance indicators (KPIs) set by manager and department.
- Performs other duties as assigned.
Skills, Knowledge & Expertise
- All candidates must live in Florida.
- Must be available to work a schedule with variable start times and may include overnights, weekends (Saturday, Sunday or both are possible) and holidays.
- High school diploma or equivalent.
- Bilingual (English/Spanish) a plus.
- Excellent communication and interpersonal skills.
- Basic computer proficiency and familiarity with CRM systems and Microsoft Office.
- Two years of related experience in a call center environment preferred.
- We require a minimum internet speed of 50 mbps download and 10 mbps upload. A speed test will be required and results need to be submitted.
- A designated work area free from any distractions or interruptions.
- Availability to participate in mandatory phases of virtual training over the first two months of employment. You must be able to train all mandatory training without interruption.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Strong problem-solving skills and attention to details.
Advancement Criteria (Internal Only):
- Maintain high performance and quality customer interactions.
- Complete a minimum of 6 months in the CX Rep I role.
- Successfully complete all required training programs.
- Maintain a clean disciplinary record.
- Rank among the top 20% of performers in the CX Rep I level for at least 6 months.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
Originally posted on Himalayas
本页面信息整理自 Himalayas，版权归原发布方所有。职位可能随时关闭，投递请以原始页面为准。
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