Job Description. Customer Care Manager (Call Centre) Position Summary

Transcription

1 Job Description Position Title Department Reports to Customer Care Representative Customer Care Customer Care Manager (Call Centre) Position Summary A Customer Care Representative primary focus is to provide exceptional customer service to all customers. We will answer inbound calls in a Call Centre environment during six days a week and extended weekday hours. A Customer Care Representative will be well versed in all of our products and services including telephone, internet, television and mobility services. We will speak intelligently using an excellent telephone manner to new customers as well as handling orders and inquiries from our existing customers and taking the opportunity to sell more services to all of our valued customers. Duties and Responsibilities Front Line Customer Care Representative Core Responsibilities: Answer inbound phone calls into the Call Centre in a professional manner using our Call Centre program of Solswitch. A Customer Care Representative is expected to log into the program at the start of their day and update their status when they are not available for inbound calls. During the day, we are always mindful of the amount of calls that are coming in, how many agents are available and our average time to answer for the day. Answer all customer inquiries regarding pricing, their statements, pending orders or any general inquiries and taking the opportunity to upsell our services to existing customers. Review the current campaigns that are assigned to the customer and take the opportunity to review this with them and try to sell more services. Able to provide information to a perspective new customer on any of our core services such as telephone, internet, television or mobility service. Once the information has been provided and we have answered all of their questions, we will follow a checklist to gather the necessary information such as credit history, what services they are requesting, what packages they would like to subscribe to and turn this checklist into service orders within ivue. This includes but is not limited to: creating the customer, building the service address, creating a telephone, internet, television and/or mobility agreement, starting the appropriate workflow template and filling in all necessary screens in the ivue SIS module. Able to use several other programs to activate service for a new customer: APMAX is used to activate and manage our TV customers and their packages; NOMS (website based) is used to activate and manage our Internet customers; Lemko & Meta Switch is used to activate and manage our Mobility customers. As well as these programs, a Customer Care Representative is expected to know and use on a daily basis: Platinum, Zimbra, Web Browsers, Excell, Word and Solswitch. While speaking to any customers where we are booking a Field Technician, we need to review the ivue Smart Track module to look at the next available day/time and co- ordinate what works for the customer. We need to ensure that we are clear as to the scheduled appointment date/time by repeating this information during the conversation and again at the end of the conversation. This information also needs to be clear and concise on our service order as it is going to other Departments.

2 Report any customer service affecting troubles using the ivue Trouble Management module. Basic troubleshooting can be provided to the customer first before reporting the trouble. All details about the service outage should be captured in the Call Comments as well as what the customers expectation is as to when the trouble will be fixed. Any additional information is also to be entered into the Comments for other departments. Manage your ivue Work Queue on a daily basis. This includes but not limited to: closing all completed service orders, reviewing any missed orders due to a Subscriber reason code and contacting the customer to make new arrangements, placing follow- up calls based on entries in the Contact Tracking and adding any Billing charges as identified by the Field Technicians while on- site. Some inbound calls may need to be directed to another department such as making payment arrangements. These calls can be transferred via Solswitch as a Controlled Transfer so that you can provide the next Department with a brief description of what the call is about. Responsible for answering calls from business clients and understanding what they are calling about. After gathering some basic information to understand their needs, some calls should be transferred to the Salesperson based on their geographical location. If the business client is experiencing a problem with their service, this can be reported via a Platinum Sales Order which is ed to Provisioning. Along with ing the original copy of the sales order, we also create a service order in ivue and start the appropriate workflow template so the order can be tracked internally. Greet customers in our walk- in showroom in a professional and friendly manner while answering any of their questions or concerns about our services. When someone signs up for mobility service, we will fill out a Contract with the customer going over the different packages available and the add- on features. We will also discuss with the customer the Terms & Conditions on page two and have the customer initial on the appropriate items that apply to them. Provision all new mobility sales as quickly and efficiently as possible and also provide updates to the customers as they are waiting. Test all services on the new mobility device such as incoming and outbound calls, texting and data usage to ensure they are working prior to the customer leaving our office. Respond to customer voice mail messages and s within the same business day Communicate with other Customer Care Representatives and other departments regarding the status of orders either by phone, or using a chat program. Responsible for understanding the health & safety policy and keeping their work area safe for themselves and others. Inside Sales Representative Core Responsibilities: Place outbound calls to our existing customers to promote and sell more services. As new campaigns are built using the ivue Campaign, these are either given to one or two specific CSR s or split evenly between all CSR s. For the first round of calls are placed no voice mail messages are left during the first attempt to reach the customer. On the second attempt to reach the customer, we will leave a voice mail message about the reason for us calling. We will make a third and final attempt to reach the customer but will not leave another message. Keep efficient notes of our attempts to reach customers in the Questionnaire fields within the Campaign as well as updating the campaign status as to: Accept, Maybe, Reject, Stop Promoting or No Response. If a customer has shown some interest and we have changed the status to Maybe, we will send the customer a letter to follow- up along with another phone call. Also if the status is No Response, we will mail the customer a letter to follow- up on this and let them know why we were trying to reach them.

3 Assist with any Marketing efforts such as but not limited to: reviewing the draft marketing material, attending meetings to discuss current and upcoming campaigns, attending after hour events, delivering bags door- to- door, and producing & mailing letters as follow- ups. Contact any customers that are potentially leaving Wightman Telecom to go to another competitor. When we receive notification via ivue Contact Tracking of a potential customer leaving, we attempt to reach the customer as quickly as possible. If we have the opportunity to speak to the customer, we will ask some open ended questions to engage the customer in a conversation to find out more details as to why they are leaving Wightman and find out if there is any opportunity to have the customer stay with Wightman. Generate disconnect service orders Co- ordinate with other Departments if necessary to escalate any opportunities to save a customer. Update ivue Contact Tracking to notify Provisioning as to the status of the request. Make multiple attempts to reach the customer until the actual due date of the request. Document and report on the results of the losses to our competitors using both ivue Contact Tracking and an Excell spreadsheet. Contact customers to schedule their fibre installation, as needed. We will also take this opportunity to try and sell more services to this customer. We need to review the ivue Smart Track module to look at the next available day/time and co- ordinate what works for the customer. We need to ensure that we are clear as to the scheduled appointment date/time by repeating this information during the conversation and again at the end of the conversation. This information also needs to be clear and concise on our service order as it is going to other Departments. If the customer wishes Wightman to act on their behalf to cancel their existing Eastlink services, we will send an to the Eastlink representative to request when to disconnect their service. Perform audits on any of our services as needed. This can include but not limited to: our TV packages, our TV set top boxes, Meta features and Security customers. Business Sales Assistant: Process all business order requests from our Salespeople via our ivue or Platinum programs. Co- ordinate all business orders with the customers and field any questions while in the process of converting to our service as well as after the installation Assist and answer any inquires from our Salespeople when they are on the road Co- ordinate and collaborate with other departments to gather necessary information for any business orders Respond to business customer voice mail messages and s within the same business day Responsible for answering calls from business clients and understanding what they are calling about. After gathering some basic information to understand their needs, some calls should be transferred to the Salesperson based on their geographical location. If the business client is experiencing a problem with their service, this can be reported via a Platinum Sales Order which is ed to Provisioning. Along with ing the original copy of the sales order, we also create a service order in ivue and start the appropriate workflow template so the order can be tracked internally. Place outbound calls to our existing business customers to promote and sell more services. Create and maintain business customer lists for both existing Wightman business customers and non- Wightman business customers Maintain Business Priority customer list. If needed, communicate with these customers via or a phone call to advise of maintenance or provide information.

4 Other Duties and Responsibilities: Based on the Customer Care Representatives skills and abilities, they may be required to carry out any of the below mentioned tasks to ensure that our day- to- day operations run smoothly and working effectively between departments. Produce daily, weekly or monthly reports by gathering the data using ivue and then manipulating this into our required format using Excel; as needed Collect daily checklists/upgrades and report in an to Management as well as tracking in an Excell document. Collect information about the previous days Call Centre statistics and update an Excell spreadsheet as well as write this on the white board in the Call Centre area. Work with raw data for our On Demand TV rentals to upload into ivue for billing Directory work for our CLEC telephone lines. This includes verifying the reports are sent and reviewing any error reports to ensure that our customer s telephone numbers are printed in the upcoming telephone directory. Assist the Credit Department with any tasks such as final demands, returned mail, credit collections, folding and stuffing envelopes, and any other tasks as needed Backup the Receptionist as needed Review any rejected and correct e- billing notification s to our customers. Upload entries onto our Community Board on our website on a daily basis Assist with cleaning any returned equipment Assist with putting together welcome kits for our customers. This is generally completed on a Saturday shift. Receive and understand any s from our security monitoring company on a daily basis. Answer any webhosting inquiries, register or renew domain names and process charges for domain registrations Work in either the Hanover or Walkerton fibre stores as needed Contact customers to schedule appointments as needed Collect all set top box return forms from our dealers or reception desk. This includes reviewing the customer s account and recording the return and removing all charges if necessary. Set up any new teleconferencing services for our customers Send any requests to Bell Canada groups for toll free numbers, calling card inquiries, etc. Review and correct any rejected calling card or toll free call records Audit any of our recurring services as needed Assist with inventory handling as needed Complete any other administrative tasks as requested Core Competencies (Skills & Attributes) Organization, Planning and Implementation: Ability to learn our products and services as well as internal processes. Ability to understand and implement any process changes. Ability to make an excellent first impression within the first 20 seconds of the call this determines the success of the call. Ability to work independently in a fast- paced environment Ability to take the information provided to you and entering it into a service order or trouble ticket in a clear and concise manner Excellent telephone manner

5 Ability to multi- task as on average, a Customer Care Representative will handle inbound or outbound calls on a per day basis. Ability to discuss a situation with a customer and be able to make a decision on what your next steps are; who to escalate to; what credit to offer the customer. Ability to take an inquiry into our Call Centre and turn this into a sale. Computer Proficiency o Excel o Word o Microsoft Exemplary attendance and punctuality Focuses and guides self and team members in accomplishing work objectives Stay current with system information, changes and updates Communication: Answer all inbound phone calls by: greeting the caller with Good xxx ; Thank- you for calling Wightman Telecom ; give your name and ask how you may help. Communication is 75% your tone of voice; 15% by your words; 10% is your body language Superior listening skills during your conversation with the customer, repeat the customer s name back to them Use questions that open the customers mind to our ideas and what services we can provide to them and how the services can work for them in their daily lives. Ask questions to: request answers; stimulate thinking; give us valuable information; put the one who asks in control; get people to open up; leads to quality listening; and gets people to sell themselves. Professional phone etiquette by being helpful, courteous and knowledgeable. Treat every person whether fellow employees or customers and his/her request as unique and special treat everyone as you would want to be treated, or better! Ability to speak and write clearly and accurately Interacts with others in a way that gives them confidence in one s intentions and those of the organization Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener. Qualifications Call Center experience in a Telecommunications environment (not mandatory) Customer Service experience is required Post- secondary education is an asset Working Conditions/Physical Demands There are three work shifts during the week: 11-7, 8-4, 9-5. In a typical monthly work schedule, you will work three weeks on the 9-5 shift, one week on the 11-7 shift and then one week on the 8-4 shift. Required to work one Saturday a month 10 am to 4 pm; this generally falls on your 8-4 shift week. You will then be scheduled with the following Friday off as a lieu day but this can be changed to any other day off during the same pay cycle. ½ hr lunch break May be asked to work in either of our Hanover or Walkerton locations

6 Required to work at home shows or other local events that we would like to have a presence at. This will be paid as overtime or time off within the same pay cycle May be asked to deliver marketing material door- to- door May be asked to work at any day/time during an emergency situation Prolonged periods of sitting and use of a computer in a typical office environment May be required to work alone with minimum supervision Approved by: Date approved: Reviewed: