Associate Representative

Locations: Plaza Las Americas Store

What´s the role?

As a Sales & Service Agent you will manage customer service experience and claims to resolve accurately with

focus to

up sell

services offered by Liberty and offer automatic payment options at our stores. You will also offer fixed and mobile services and products in

a timely

and professional manner and meet all

sales objectives

. As a Sales & Service Agent you will

acquire

necessary information for resolution of transactions. You will advance to next level or

supervisors

any escalations or situations needed to be resolved at that level.

 

 

How can you add value?

• 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.

 

What do you need?

Education and/or Experience:

 

• High School Diploma,

  Associate

  degree, preferred.

• One to two years of experience in Customer Service, Sales,

  preferable

  in

  Telecommunications

  field.

Other Qualifications:

 

• 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.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.