Bluepeak Hiring for Customer Care Specialist Full Time

Job Title: Customer Care Specialist

s to: Supervisor, Customer Care

FLSA Status: Non-exempt

Department: Residential Call Center

Summary:

The Customer Care Specialist will take all inbound service calls specializing in billing and technical support. This critical role will own the customer interaction to service completion as the primary customer support role for Bluepeak.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Support billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and prorations when changes are made to the package.
• Proactively review the customer’s account and educate the customer on additional service options.
• Support all Bluepeak video, phone, and internet products with basic and advanced troubleshooting to resolve customer issues.
• Escalate any customer issues that may be indicative of larger network issues.
• All other related duties as assigned.

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.

• Define problems, collect data, establish facts, and solve practical issues.
• Ability to effectively communicate complex technical support and billing information to customers.
• Read and interpret documents, such as safety rules, product information and training materials.
• Excellent written and verbal communications skills including active listening skills and telephone etiquette are required.
• Good analytical and problem-solving skills.
• Great organizational and interpersonal skills.
• Ability to maintain professionalism in challenging and/or changing situations.
• Must be able to pass a background and drug test prior to employment.

Education/Experience:

• At least one year of customer service experience required, with prior call center experience a plus.
• Highschool diploma or GED required.

Computer Skills:

• MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
• Software: ICOMS, Peakview, Ticketview, GoCare, and Front applications.

Physical Demands/Working Conditions:

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.

• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Must be able to operate office equipment including but not limited to telephone, headset, computer, and printer.
• Required to lift up to 5lbs at a given time.
• Must have reliable transportation.