Customer Care Specialist

Customer Service Specialist - ECLERX CUSTOMER OPERATIONS

LOCATION: Fayetteville, NC - USA

TYPE:  Full-time

EXPERIENCE:  Prior experience working in a customer service environment preferred

EDUCATION: High School Diploma or Equivalent required; College Preferred

DEPARTMENT: Call Center

Customer Service Specialist

At eClerx Customer Operations, our Agents provide premier customer service support to the customers of leading US cable and telecommunication organizations. Our Advocates are highly trained call center representatives (CSR) that take pride in assisting with issues ranging from troubleshooting faulty processes to ensuring that issues are resolved while also maintaining and promoting the relationship between the customer and our client. The Advocate is directly responsible for receiving inbound billing and service calls from customers and is empowered to resolve any issues and assist with general account inquiries. 

This role sits within eClerx ‘s Customer Operations vertical.

eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

DESCRIPTION:

The Customer Service Specialist position will encompass the skills of a billing; voice/video/high speed data/dial-up technical; retention; and sales agent. The skill sets of these positions will be combined to increase overall customer satisfaction through reduced need to transfer. Adovcates will have the opportunity to transitional sell on applicable customer calls and will be trained to handle customer issues regarding pricing and billing in addition to technical issues.

Please note that this position is based in the eClerx office building and does not provide a work-at-home option currently. Training (also conducted in the office building) can range from 5-8 weeks.

Position Responsibilities

In this position, you will:

• Successful candidates will have prior customer care, sales or technical experience in a service environment. 
• These positions require individuals who are able to function in a fast-paced sometimes stressful environment. 
• Successful candidates must be open to and able to function in a changing environment

Required Skill Set/Expertise

• Prior Call Center experience is a must
• Strong aptitude for problem solving
• Excellent communications skills when speaking or writing to customers and employees
• Ability to listen actively and show empathy to clients’ cable telecommunication issues
• Ability to prioritize work efforts and has strong attention to detail

Eligibility Requirements

• 1 year of experience working in a customer service environment
• High School Diploma or Equivalent required; College Preferred
• All applicants must be able to pass a background check and drug screening
• Comply with all company rules, regulations and best practices regarding information security and technology

Benefits

• Paid training
• Comprehensive benefits

ABOUT ECLERX

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 11,000 people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

ABOUT ECLERX CUSTOMER OPERATIONS

eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.