WildBlue. High-speed Internet, Out of the Blue.

WildBlue Career Details

Customer Care Representative/Universal Agent

Department: Customer Care
Location: Greenwood Village, CO
PositionType: Full-Time

Description:
 

SUMMARY:

Customer Care Representative is a universal agent and will support the customer sales, service technical and dealer support teams serving the voice, email and chat channels.  They will serve as subject matter expert for 7 x 24 customer care operations, potentially supporting and processing all aspects of customer and partner needs and contacts related to sales, service and technical support in support of WildBlue Communications Satellite Internet Services.  This position will be responsible for supporting outsourced CCR1 & CCR2 representatives in their service, billing and account management support, as well as basic and advanced troubleshooting and resolving customer care and technical issues. 

The Customer Care Representative will closely interact with Supervisors and Managers to ensure that all department KPIs are managed effectively.  They will manage departmental workflows in CTTS ticket queues, as well as other customer contact queues.  Additionally, this position will support and interact with all Customer Care outsource partner operations, providing performance feedback and performing as a subject matter expert.

This position will require the ability to provide effective feedback to Customer Care Representatives.  It also requires a great attention to detail, exceptional customer service skills supporting all aspects of customer and partner interactions.  The Customer Care Representative will monitor real time interaction between representatives and customers or partners through telephone, chat and email channels, ensuring that our agents accurately address and resolve customer issues and respond to the customer in a professional and courteous manner by following set policies and procedures.

Customer Care Representatives will handle escalated customer and partner calls to resolve customer issues through high-level technical challenges.  Work closely with internal and external partners to address and resolve presented issues and challenges.

ACCOUNTABILITIES include the following. Other duties may be assigned.

  1. Represent WildBlue in a professional and positive manner in all situations, operating in accordance with customer care policies, procedures, workflows, and performance standards.
  2. Monitor and observe quality of service from internal and external representatives through accuracy and commitment to first call resolution via all contact channels (telephone, email and chat)
  3. Manage WildBlue troubleshooting applications, tools and customer management databases as required
  4. Remains current on WildBlue product, process, procedures, training and operational changes; enhancement attributes, and other functionality changes and is able to educate and train other representatives on this information.
  5. Answer representative questions and resolve any issues regarding sales, billing, service issues, technical trouble shooting issues, product features and account management changes or issues.
  6. Audit credits to customer accounts, process billing issues and questions and related payments associated to WildBlue services.
  7. Handle escalated customer and partner situations to resolve issues and technical challenges.  Work with partners and act as liaison to resolve issues around customers, operational challenges and technical issues.
  8. Investigate, identify and resolve service related issues and problems, configuration issues and network connectivity issues.
  9. Manage the use of systems to Log and track customer contacts and other customer care tools and customer management applications
  10. Responsible for maintaining account and trouble reporting process for customer reported troubles; identifying and resolving critical customer service affecting problems, perform liaison activities between WildBlue Network Operations, sales, marketing, customer care and external partners.
  11. Liaison with Supervisor, training and quality departments to analyze performance and establish development efforts and goals for continual individual performance improvement of team members.

Requirements:
 

QUALIFICATION REQUIREMENTS: 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.

  1. Experience providing feedback and coaching to individuals in a working environment
  2. Possess mastery of technical troubleshooting, as well as, superior communication skills, including the ability to effectively defuse irate customers and establish excellent rapport with team members, management team and partners.
  3. Advanced computer and logical trouble shooting skills, the ability to work in a fast-paced environment, and a positive attitude with a strong desire to work towards customer satisfaction are required
  4. Solid understanding of the internet and high speed data services, customer focused and understanding how to use technical support troubleshooting tools and applications
  5. Must possess pc and internet service trouble shooting skills.
  6. Preferred inbound sales experience
  7. Must be customer focused
  8. Effective communication skills, ability to organize time and activities efficiently
  9. Ability to work independently to resolve customer concerns and/or issues
  10. Must be strong with customer service and communication skills via phone, email and chat
  11. Day, evening and weekend work may be required

EDUCATION and/or EXPERIENCE:

  1. Two-plus years experience in dealer, service or technical support or Executive Escalations Customer Care environment preferred
  2. Coaching or supervisory experience preferred

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 functions.  The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meetings and training rooms, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions.

Apply Online

Contact:
 

hr3@wildbluecorp.com