About the job
As a Customer Account Services Representative, you will play a crucial role in enhancing customer satisfaction while simultaneously contributing to the growth of our esteemed company. You will have the opportunity to identify and promote additional or upgraded services that meet customer needs.
Key Responsibilities
Deliver Exceptional Customer Experiences
- Engage with customers in a call center setting by warmly greeting them, asking insightful questions, and actively listening to their needs and requests.
- Ensure a seamless customer journey by accurately documenting call details and entering new account information into our systems, as well as completing necessary forms for inter-departmental actions.
- Foster customer loyalty by conducting follow-up calls after actions are taken by other Cox departments.
Effective Problem Solving
- Provide appropriate answers or solutions by interpreting information relevant to the customer’s specific situation.
- Educate customers on billing statements and explain Cox's policies and procedures regarding pricing, billing, and services.
- Carry out necessary calculations concerning fees, timeframes, or due dates.
Contribute to Business Growth
- Advance the company's objectives by identifying opportunities for sales leads, promoting Cox services, and offering service contracts as authorized by customers.
- Collaborate with Sales for identified leads and coordinate with Technical Support for assistance with non-account-related issues.
