Smart Assistant (Call Center Customer Service)

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:

The Smart Assistant will interact with the company’s customers by addressing inquiries and resolving complaints. The Smart Assistant will provide the highest level of customer service to our subscribers. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. The drive to support new technology and systems, the dexterity to enlist the assistance of others, as well as the capacity to synthesize large amounts of information are surpassed only by the goal of earning customer loyalty by serving them with courtesy, timeliness, and respect.

We rely on our associates for flexibility and foresight, while maintaining confidentiality related to high-level systems and operations.

Duties & Responsibilities

• Answer high volume incoming calls.
• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Assist customers with billing inquiries regarding payments, credits, cancellations.
• Fields customer questions and complaints when the issue is beyond the representatives. knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Help to drive activations and increase sales, up-sell accounts when appropriate.
• Assist in the management of call center database, enter new information and data as necessary.
• Achieve results through teamwork.
• Operate accurately and efficiently in a fast-paced environment.
• Handle multiple responsibilities at one time.
• Other directives as required.

Skills & Abilities

• Excellent interpersonal and customer service skills.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Professional and pleasant telephone manner.
• Organized and detail oriented with excellent follow through skills.
• Must possess excellent communication skills including active listening.
• Strong analytical and problem-solving skills.
• Flexibility to work outside of normal business hours and on weekends when required.

Education & Experience

• High school diploma or equivalent
• Experience in a call center environment preferred.
• Customer service experience required.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401K
• PTO & Holiday’s
• Medical, Dental, Vision, Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits