远程发布参与专员
Remote Launch Engagement Specialist
Launch Engagement Specialist 负责为新注册客户提供一流的客户服务体验（白手套服务），同时加深客户对我们 HW 产品和服务的参与度。
职责：
- 处理大量来电，涵盖各种客户咨询，包括新服务安装、安排后续跟进、解释首月账单等。
- 提供最高水平的客户服务，并为白手套服务树立榜样。
- 作为公司与新客户之间的主要支持联络人。
- 协助客户设置新服务并安排预约。
- 熟悉 Hotwire Communications 的产品线以及其他客户使用的应用程序，并保持对 Fision 产品线的深入了解。
- 为客户提供技术电话、IPTV 和互联网支持，并解答产品功能和使用方面的复杂问题。
- 运用调查技能确定来电者的问题性质，并制定解决方案。
- 在每次通话中为每位客户提供高质量、专业的服务。
- 其他要求或指派的职责。
最低资格要求：
要成功履行此工作，个人必须能够满意地完成每项关键职责。以下要求代表了所需的知识、技能和/或能力。
- 能够用语法正确的英语清晰表达（其他语言技能为加分）
- 必须拥有高中文凭或同等学历
- 必须具有至少 2 年的客户服务、电信或技术支持相关工作经验
- 强大的沟通和组织能力
- 展现个人卓越品质，包括守时、诚信和责任感
- 能够表现出敏感性和同情心
- 能够适应非传统的工作时间/班次，包括晚上、周末和节假日
远程职位的额外要求：
- 需要一个安静的工作环境，以便专注于为我们的客户提供优质服务
- 必须拥有 DSL 或高速互联网服务，最低速度为 25 MB/s，推荐上传速度 50 MB/s
福利：
我们真正重视并珍惜所有员工，并通过提供一系列福利来表达我们的感激之情，包括：
- 综合的医疗/牙科/视力计划
- 带有公司匹配的 401K 养老计划
- 带薪假期
查看英文原文
The Launch Engagement Specialist is responsible for providing a best-in-class customer service experience (White Glove Service) to new on-boarding customers while deepening customer engagement within our HW products and services.
RESPONSIBILITIES:
- Handle high call volume, covering a full range of customer inquiries concerning, new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
- Provide the highest level of customer service and sets the example for White Glove Service.
- Serve as primary support liaison between the Company and new customers.
- Assist customers with setting up new service and scheduling- appointments.
- Possess thorough knowledge of Hotwire Communications product lines and other applications utilized by customers and maintain thorough knowledge of Fision product lines.
- Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
- Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues.
- Promote and maintain high quality, professional service on every call with every customer.
- Other duties as required or assigned.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Ability to speak clearly using grammatically correct English (Other language skills a plus)
- Must have a High School Diploma or equivalent.
- Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
- Strong communication and organizational skills
- Demonstrate personal excellence including punctuality, integrity and accountability
- Ability to demonstrate sensitivity and compassion
- Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
Additional requirements for remote positions:
- A quiet workplace so you can focus on delivering excellent service to our customers
- Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s.
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Originally posted on Himalayas