MetTel is a global communications solutions provider for enterprise businesses and government agencies. We design and deploy tailored connectivity and networking solutions for voice, data, mobility, and IoT by leveraging our global private network and the industry's broadest portfolio of innovative technology. We digitally transform legacy networks with intelligence, security, and dedicated solutions management and have been recognized by Gartner as a 4-time leader in Managed Network Services.
We are looking for a Client Experience Agent to join our Client Experience Operations team!
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 and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering. The function includes but is not limited to the following:
NOTE:
***Shift hours, 8pm MST with the shift ending at 6:30 am MST***
***MUST reside local to the Salt Lake City area.***
Responsibilities:
- Answer incoming calls and respond to customer’s emails
- Manage and resolve customer complaints
- 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
- 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 customer calls where necessary
- Other duties as assigned
Availability Commitment - Agent will log into and remain available for calls during all assigned working hours. Professionally manage unavailable time, limiting offline time utilizing “Unavailable” only when appropriate to address business/customer needs. Meet minimum Availability target as stated in the MetTel Performance Agreement for scheduled working hours.
Call/Email Accuracy and Quality - Agent is to remain properly aware of the customers satisfaction level with MetTel service delivery targets. Success will be measured by email and call quality observations completed and reviewed monthly with CS leadership.
Billing Disputes – Agent will ensure clients claim is properly vetted in a timely manner. Gathers and present all supporting documentation and credit calculations. Communicates MetTel position to client stakeholder and follows progress until full fruition inclusive of client confirmation.
MetTel System Knowledge / Use – Agent in partnership with leader will ensure he/she is fully aware of all tools and systems available to ensure a positive customer experience, agent to make effective use of all tools and systems, ensuring efficiencies critical to issue resolution.
Communication – Agent produces clear and concise written and oral communication with clients/peers that is timely, intuitive and properly represents the MetTel brand. Anticipates questions and offers response in advance displaying awareness of the situation and best in class service management.
Product/Process Knowledge – Agent will employ a collaborative effort to maintain a proper awareness of the predominant products/processes associated with his/her clientele. Knowledge base should come through a combination of MetTel formal educational series, self-education through use of MetTel training library materials and use of MetTel materials in the MetTel BI center as well as interaction with the product set itself through order/repair support.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical - Processes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Ensures customer feels/knows agent will own and drive the issue to resolution.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma; and 3 or more year’s customer service
Language Skills
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. Multi lingual desired but not required.
Reasoning Ability
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.
Computer Skills
To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point); Explorer Internet software.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential f
