Job Title: Remote Call Centre Representative
Company: Metrocast Cable Systems
Location: Remote (based in Quincy, Massachusetts, United States)
Employment Type: Full-Time
Salary: $30.00 - $35.00 USD per hour

Job Overview

Metrocast Cable Systems is a dynamic and customer-focused provider of telecommunication services. We are seeking a motivated and professional Remote Call Centre Representative to join our dedicated team. The ideal candidate will be the first point of contact for our customers, providing exceptional service and support from a remote home office environment. This full-time role is crucial for maintaining our reputation for quality and ensuring a positive customer experience by efficiently addressing enquiries and resolving issues.

Responsibilities

As a Remote Call Centre Representative, your primary duties will include:
Handling a high volume of inbound customer calls and emails in a professional and timely manner.
Providing accurate information about our products, services, and billing.
Troubleshooting and resolving technical issues related to cable, internet, and phone services.
Assisting customers with account management, including new service set-up, changes, and cancellations.
Maintaining detailed and precise records of all customer interactions and transactions in our CRM system.
Identifying opportunities to upsell or cross-sell additional services that may benefit the customer.
Consistently meeting or exceeding key performance indicators (KPIs) for customer satisfaction, call handling times, and resolution rates.
Adhering to all company policies, procedures, and data protection regulations.

Qualifications

The successful candidate should possess the following skills and experience:
Proven experience in a customer service or call centre role, preferably within the telecommunications industry.
Exceptional verbal and written communication skills with a clear, professional telephone manner.
Strong problem-solving abilities and the capacity to remain patient and empathetic in challenging situations.
Excellent IT literacy, with proficiency in CRM software and the Microsoft Office Suite.
The ability to work independently and manage time effectively in a remote setting.
A dedicated, quiet, and distraction-free home workspace.
A reliable, high-speed internet connection is essential for this role.
A minimum of a high school diploma or equivalent qualification.

Benefits

Metrocast Cable Systems offers a competitive hourly rate and a supportive, collaborative virtual team environment. We are committed to the professional development of our employees and provide comprehensive training to ensure your success in the role.