Description |
Title: Lead Customer Care Agent - Bilingual preferredLocation: Texas-CoppellJob Number:_1712Are you ready to install success in your career?MasTec Advanced Technologies has openings forLeadCustomer Care AgentsDo you have a passion for people? Are you detailed oriented? Are you driven by providing great customer service? If you answered yes, this is the job for you!This position takes a perfect combination of skills including customer service, computer skills, and communications. Working in a call center environment, this position interacts directly with our customers and field employees to ensure our success. In this fast paced role, you interact with multiple people from customers to installation professionals to ensure service excellence. This position is the voice of DirecTV and MasTec Advanced Technologies. Our call center is open 7 days a week, from 6am until 8pm. This position offers flexible hours and occasional overtime!Duties: * Provide excellent customer service to client, customers and Customer Care Agents* Coach and mentor Customer Care Agents by encouraging, supporting and motivating Agents on a day-to-day basis.* Maintain performance reporting, Customer Care Agent's scheduling, and track dispatched work orders* Monitor and adhere to compliance of company's policies and procedures.* Maintains and improves service by listening to customer''s description of issues; diagnosing and/or troubleshooting problems* Handle escalated emails or calls; complaints, questions, and queries as necessary* Ability to work a flexible schedule based on demands of the business.* Meet or exceed departmental objectives* Maintain a safe work environment.Required Skills:We're Looking for Great People who:* are comfortable withTalking on the phone* are able toMulti-Task* can handleRecord-keepingrequirements* can provide outstanding and award-winningCustomer Serviceand* are able to payAttention to Detail.* Call center experience is a plus!Required Experience:To be Successful in this position you must:* Ability to work closely with all levels of customers both internal and external within a fast paced and deadline driven organization* Experience working in a Call Center * Bilingual (Spanish/English)* Excellent communication skills* Ability to work in a fast paced, ever changing environmentMasTec ATD is an Equal Opportunity Employer (M/F/V/D)Job: Customer Support/Client Care
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