Client Care Rep

Client Care Representative

What You Will Do:

Client Care Representatives are responsible for delivering exceptional phone-based customer support to Access One's existing voice and data customers. This role serves as a primary point of contact for customer account inquiries, billing questions, service changes, and troubleshooting. Representatives work to resolve issues efficiently while providing outstanding customer experience and maintaining strong customer relationships.

Responsibilities Include:

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Collaborate with clients to analyze current account information, as well as call flows and process service modifications or orders accurately.
• Coordinate with internal teams and clients to manage contract administration, generate reports, and audit active services.
• Listen attentively to customer needs and ask targeted probing questions to fully understand their business updates.
• Manage and prioritize multiple tasks of varying scope while ensuring consistent, timely follow-up.
• Ticket entry and troubleshooting to resolve technical phone and data connectivity issues.

Qualifications:

• Bachelor's degree preferred.
• Customer Service, Call Center, and/or Telecom experience preferred.
• Ability to manage difficult 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 questions.
• Ability to prioritize, use time efficiently and manage competing demands while still meeting deadlines.
• Demonstrate accuracy, thoroughness, and attention to detail.
• Proficiency in the Microsoft Suite preferred.
• Scheduling flexibility and willingness to cover shifts.

Role Specifics:

• This is a hybrid role (3 days in office, 2 remote) for those in the Chicagoland area
• The shift is 9 AM - 6 PM CST

Salary & Benefits:

• Salary Range: $20.00 - $25.00/hour DOE
• Comprehensive benefits: health, dental, vision
• Matching 401k, PTO

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.