Note: The job is a remote job and is open to candidates in USA. Liberty Latin America is a telecommunications company serving customers through its Liberty Puerto Rico operations. The Sales & Service Agent manages customer inquiries, service issues, account transactions, and claims while selling and retaining fixed and mobile services, promoting payment options, and supporting retail store operations.
Responsibilities
- Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Record information as needed or required
- Offer additional services and products to existing customers. Maintain strong knowledge of all products, accessories, pricing plans, promotions, and service features
- Sell additional fixed and mobile services to existing customers
- Retain and make all reasonable efforts to retain customers who have requested disconnection or downgrade of services. Escalate to a supervisor, leader, or manager any case that was unsuccessful in retaining
- Attract potential customers by answering product and service questions, suggesting information about other products and services
- Open customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Provide timely and accurate information to incoming customer order status and product knowledge requests
- Partner with store management team to understand and be involved in the daily operations of the retail store, including assisting with merchandising and product launches to keep growing products and service knowledge to thoroughly recommend complete solutions to customers
- Exceed, improve, or maintain minimum sales standards or objectives as required, ensuring that customers are provided with extraordinary experience with Liberty products and services
- Demonstrate courtesy and patience in customer relations
- Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone
- May perform follow-up on installation/service quality, greet walk-in customers
- Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures
- Other functions may be assigned
Skills
- One to two years of experience in Customer Service, Sales, preferable in Telecommunications field
- Good communication and interpersonal skills
- Ability to work flexible hours, including evenings, weekends, and holidays
- Ability to work in other locations as the needs of the business dictate may be required
- A general knowledge of clerical routines and use of office equipment
- Ability to interact positively with the public, either on the telephone or in person
- Strive to maintain a phenomenal level of confidentiality and work with highly sensitive data and information
- Bilingual (Spanish and English)
- Data Entry experience
- Computer-literate with experience in Microsoft Office and Windows programs; able to multi-task, maneuver between multiple screens, and perform efficient keyboarding
- Customer focus and service oriented
- High School Diploma, Associate degree, preferred
Company Overview