Industry: Telecommunications Job Title: Customer Support Duration: 12 Months of Contract (Highly Extension Possible) Location: Lake Mary, FL - 32746 - (100% Remote) Pay Range: $20-$23 per hourly Job Description: Sales Operations Team provides stakeholders strategic insight into Mass Business broadband, video and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience.
Responsibilities:

• Conduct call observations using an online observation system, (call recording system) and (data mining system), Smartsheets, and GSuite to deliver core customer experience data, analysis, and recommendations to the observation team to be communicated outward
• Complete 100% of assigned observations
• Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)

Required Skills & Experience

• Prior Industry experience is highly preferred (working in call center, call center support, Project Management, or quality-related work)
• Industry product like optical fiber/ wireline, Optix, Optix 2 Go, CoFEE, and knowledge desired
• CSSC/BSC sales experience
• Strong understanding of call center processes
• Strong listening and written/oral communication skills
• Attention to detail
• Strong attendance is critical to success and necessary to meet objectives
• Must have the ability to work independently and in a team environment

Must Have Skills:

• Call Center Experience 4+ years
• High School degree

Required Shift:

• The position is 8:00 am - 4:00 pm Monday through Friday.

PDN-9d877a25-f738-4dc1-ae18-0d5d5d202063