Sales & Service Agent (Los Colobos)

Liberty Latin America Communications, Inc.•Carolina, PR

About The Position

As a Sales & Service Agent you will manage customer service experience and claims to resolve accurately with focus to up sell services offered by Liberty and offer automatic payment options at our stores. You will also offer fixed and mobile services and products in a timely and professional manner and meet all sales objectives. As a Sales & Service Agent you will acquire necessary information for resolution of transactions. You will advance to next level or supervisors any escalations or situations needed to be resolved at that level. How can you add value? Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Record information as needed or required. Offer additional services and products to existing customers. Maintain strong knowledge of all products, accessories, pricing plans, promotions, and service features. Sell additional fixed and mobile services to existing customers. Retain and make all reasonable efforts to retain customers who have requested disconnection or downgrade of services. Escalate to a supervisor, leader, or manager any case that was unsuccessful in retaining. Attract potential customers by answering product and service questions, suggesting information about other products and services. Open customer accounts by recording account information. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Provide timely and accurate information to incoming customer order status and product knowledge requests. Partner with store management team to understand and be involved in the daily operations of the retail store, including assisting with merchandising and product launches to keep growing products and service knowledge to thoroughly recommend complete solutions to customers. Exceed, improve, or maintain minimum sales standards or objectives as required, ensuring that customers are provided with extraordinary experience with Liberty products and services. Demonstrate courtesy and patience in customer relations. Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone. May perform follow-up on installation/service quality, greet walk-in customers. Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned.

Requirements

High School Diploma, Associate degree, preferred.
One to two years of experience in Customer Service, Sales, preferable in Telecommunications field.
Good communication and interpersonal skills.
Ability to work flexible hours, including evenings, weekends, and holidays.
Ability to work in other locations as the needs of the business dictate may be required.
A general knowledge of clerical routines and use of office equipment.
Ability to interact positively with the public, either on the telephone or in person.
Strive to maintain a phenomenal level of confidentiality and work with highly sensitive data and information.
Bilingual (Spanish and English).
Data Entry experience.
Computer-literate with experience in Microsoft Office and Windows programs; able to multi-task, maneuver between multiple screens, and perform efficient keyboarding.
Customer focus and service oriented.

Responsibilities

Manage customer service experience and claims to resolve accurately with focus to up sell services offered by Liberty and offer automatic payment options at our stores.
Offer fixed and mobile services and products in a timely and professional manner and meet all sales objectives.
Acquire necessary information for resolution of transactions.
Advance to next level or supervisors any escalations or situations needed to be resolved at that level.
Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information.
Record information as needed or required.
Offer additional services and products to existing customers.
Maintain strong knowledge of all products, accessories, pricing plans, promotions, and service features.
Sell additional fixed and mobile services to existing customers.
Retain and make all reasonable efforts to retain customers who have requested disconnection or downgrade of services.
Escalate to a supervisor, leader, or manager any case that was unsuccessful in retaining.
Attract potential customers by answering product and service questions, suggesting information about other products and services.
Open customer accounts by recording account information.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
Provide timely and accurate information to incoming customer order status and product knowledge requests.
Partner with store management team to understand and be involved in the daily operations of the retail store, including assisting with merchandising and product launches to keep growing products and service knowledge to thoroughly recommend complete solutions to customers.
Exceed, improve, or maintain minimum sales standards or objectives as required, ensuring that customers are provided with extraordinary experience with Liberty products and services.
Demonstrate courtesy and patience in customer relations.
Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone.
May perform follow-up on installation/service quality, greet walk-in customers.
Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.