**Time Type
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**Job Description
POSITION SUMMARY:**
**The Customer Care Agent Has Four Key Priorities
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Consistently supporting a culture of customer service, sales, and retention
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Providing great customer service and driving customer satisfaction scores
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Delivery of key performance metrics (e.g., subscriptions, cancellations,
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Acting as a brand ambassador, promoting oxio products, services and values
**Accountabilities
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- Provides day-to-day customer service and support functions to current and prospective oxio customers
- Provide support to customers by offering creative or standard solutions that drive optimal customer outcomes
- Troubleshoot scenarios with other agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators
- Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g. growth, churn)
- Embrace and support a culture of performance, personal accountability \& collaboration among peers
- Identify and propose ways to improve employee satisfaction and experience
- Promotes and upsells products and services with each customer contact for new and existing customers and processes the order.
- Answers customer chat inquiries. Offers customized solutions and options while responding to questions or problems that are raised by the customer, while meeting and/or exceeding departmental quality and service targets.
- Highlights the features and benefits of our services and products, and confidently handles competitive issues with an approach that will incite customers to choose oxio as their exclusive service provider.
- Manage customers chatting to downgrade or disconnect oxio services for non-competitive reasons. Works to effectively resolve customer issues, builds value in oxio's products and services by communicating the advantages and benefits over the competition. In addition, the candidate will handle all types of Customer chats as required.
- Makes all required efforts to retain customers who express their intent to cancel their subscription or downgrade their services
- Responsible for accurate data input using prescribed applications and processes for all customers' add, move, and change requests.
- Assists with other departmental requests as required and performs special projects as assigned.
- Actively participates in corporate-initiated selling skills training as well and new procedural enhancements as part of the position requirements.
- Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.
PHYSICAL DEMANDS, HEALTH \& SAFETY, WORK HOURS, AND VISUAL ACUITY
**Essential Qualifications
ACADEMIC TRAINING**
- High school diploma required.
- Post-secondary education preferred
**Work Experience
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SPECIFIC COMPETENCIES
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Fluent in English and French (spoken and written) required to collaborate with stakeholders in Quebec, Ontario, and across the United States.
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Proven customer service skills
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Performance at a high standard and consistently meets all KPI expectations
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Demonstrated interpersonal skills with a winning customer service attitude and professional digital communication etiquette
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Detail-oriented with the ability to analyze and troubleshoot customer issues.
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Self-motivated with the ability to take initiative and resolve problems independently.
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Monitors own quality of work.
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Open to change with a learning attitude towards work and to contribute to teams.
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Prior inbound / outbound chat sales and/or telephone sales experience is required.
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Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
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Experience in the Google Suite of applications is preferred.
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A general understanding of broadband, telecom, cable, and internet industries is an asset.
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Flexibility is required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment, including days, evenings, weekends and general holidays. Hours of work are subject to change as business needs evolve.
**Company
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