Client Support Representative

Client Care Representative

Previous customer service experinece primarilaly in a CALL CENTER
strong multi tasking is a MUST
Someone w thick skin so they can handle situations.

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.
Why a Career at Access One

  • An opportunity to grow your career and expand your knowledge
  • Professional development and growth through continual learning
  • Recognition of all your accomplishments, large and small
  • A chance to relax and enjoy your co-workers at company events
  • Access to health programs such as gym membership incentives
  • Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
  • Volunteer and donation opportunities to help improve our community

What you will do
This position is responsible for providing phone based customer support to Access One’s existing customer base.  Client Care Representatives will assist customers with account inquiries, facilitate move, add, and change orders, and open trouble tickets.  In addition, Client Care Representatives are responsible for Tier I troubleshooting for VOIP services, VoIP changes, online chats, inbound email communications, Lucent and Metaswitch updates.
Responsibilities include

  • Answer telephone inquiries, online chats and emails from customers in a timely and professional manner
  • Provide quality service to Access One customers by responding to customer needs and inquiries, and initiating resolution of problems in specific areas.  May partner with other department staff to resolve issues
  • Perform data entry into the appropriate systems in order to document customer complaints and steps taken to address issues
  • Correspond with customers and other company departments to obtain facts regarding customer inquiry/complaint
  • Help to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer service
  • Tier I troubleshooting for VOIP services
  • Conduct VOIP changes in Metaswitch (Network Switch)
  • Provide trouble ticket status upon request of the customer
  • Ensure follow up to customers on all requests and concerns

Who you are

  • Bachelors degree preferred
  • Customer Service, Call Center, and/or Telecom experience is highly desirable
  • Ability to manage difficult or emotional customer situations, respond promptly to customer needs and solicit customer feedback to improve service
  • Ability to learn quickly and adapt to changing environments
  • Excellent communication skills are required. Reps must be able to write and speak clearly and informatively. Must be able to listen and get clarification when needed, and respond well to question
  • Commitment to teamwork is necessary, as well as the ability to balance team and individual responsibilities. Contribute to building a positive team build morale and commitment group to goals and objectives
  • Ability to prioritize, use time efficiently and manage competing demands while still meeting deadlines
  • Demonstrate accuracy, thoroughness and attention to detail. Look for ways to improve and promote quality
  • Proficiency in Microsoft Suite
  • Scheduling flexibility to cover shifts while peers are utilizing PTO