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Customer Service Escalation Support Representative

Company: Sutherland
Location: Las Vegas
Posted on: July 13, 2018

Job Description:

Job DescriptionSutherland is seeking an energetic customer focused person to join us as a Customer Service Escalation Support Representative. We are a group of supportive and driven individuals with a true passion for customer service. If you are looking for a fulfilling, fast paced opportunity, and you are confident you have the skills and experience to help us succeed, we want to work with you! Responsibilities:· Answer and respond to inbound calls from customers requesting cancellation in service, billing inquiries and available discounts on client products and services· Following predetermined call flows to provide information to the caller(s), building rapport· Ask discovery questions regarding customer needs and wants and presenting solutions to save customers from disconnecting service· Upsell and cross selling additional products and service to provide the best value to client customers· Demonstrate professionalism and diplomacy with a true passion for customer service and doing what is necessary to resolve customer issues· Enhancing and strengthening the relationship between the customers and our client· Perform all responsibilities in a consistent, empathetic manner while exercising strong verbal, interpersonal, and quality service skills· Support Client key products and services including TV service, Internet, Home Phone and Wireless sales Requirements:· High School Diploma or GED· Ability to demonstrate true empathy to customers is required to be successful in this position· Strong focus on customer service and part of the customer feedback process rating their overall experience with client and the consultant handling their call· 1-3 years contact center experience preferred or relevant customer service experience· Fluent oral and written English language skills· Excellent troubleshooting skills· The ability to learn and adapt quickly, and to obtain functional knowledge and understanding of products and procedures· The ability to communicate clearly and fluently using proper words, phrases and grammar· Superior soft skills and telephone etiquette· Excellent listening skills· Ability to handle multiple web/Business/legacy systems for Customer information· Ability to understand and respond quickly in a fast paced environment promoting a quality image of our client· Ability to work in a team environment to improve delivery of service to both internal and external customers Sutherland is a drug free workplace. HIVE095 18003807Company DescriptionAs a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com.

Keywords: Sutherland, Las Vegas, Customer Service Escalation Support Representative, Sales, Las Vegas, Nevada

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