Key Facts

Remote From:

Full time

English

Hard Skills

Help Desk Support Omni-Channel Marketing Sales Analysis Issue Tracking Ping (Networking Utility) Virtual Private Networks (VPN) Root Cause Analysis Solution Architecture Client Services Customer Centricity

Other Skills

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Customer Service
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Analytical Skills
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Active Listening
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Troubleshooting (Problem Solving)
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Communication
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Detail Oriented
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Quality Control
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Problem Solving

Roles & Responsibilities

Ability to provide a dedicated, confidential work space with a door for privacy
Employee-paid, dedicated phone line for customer call routing (no call waiting/forwarding); VOIP is recommended
High-speed internet service (20 Mbps or higher), hard-wired to the router; no dial-up or satellite connections
Cell phone/tablet/smartwatch capable of downloading apps to receive VPN access codes via PingID application

Requirements:

Perform customer service and sales support activities; transition conversations to present sales opportunities and handle inquiries across channels
Receive, investigate, and respond to customer service and sales inquiries across channels; refer applicable products and services and recommend appropriate solutions using active listening
Document customer interactions and thoroughly complete service requests to minimize customer effort and action; resolve more complex or recurring issues and identify root causes
Deliver the CARES model to customers and service partners while maintaining high levels of customer satisfaction and commitment to quality

Job description

At Arkestro, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the companys success. As a Registered Sales Representative within Arkestro's Customer Care Center organization, you will work remote from your home location.

Additional requirements for success in a virtual role include:

Work Space Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy.
Phone line Must provide an employee-paid, dedicated phone line, solely for the use of customer call routing; line must not have call waiting/forwarding. A Voice over IP phone/internet bundle is recommended.
High speed internet Must provide employee-paid, high speed internet service (20 MB or higher connection speed); no dial-up or satellite dish connections. A Voice over IP phone/internet bundle is recommended. Must be hard wired into the router. Wi-Fi is not acceptable.
Must possess a cell phone, tablet, or smart watch capable of downloading apps to receive VPN access code via PingID application.

Job Description

Performs customer service and sales support activities and initiatives. Transitions the conversation to present sales opportunities to increase share of wallet to customers, and handles inquiries. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners.
Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with Arkestro's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause.
Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.