Technical Chat Support - Billing, Sales, Chat

Duties and Responsibilities:

• Ability to identify concerns through Chat and effectively engagewith customers patiently, tactfully, and efficiently to provide best-in-class service.

• Use critical thinking skills to research customer needs/ identify solutions

• Utilize all tools and resources to provide customers with accurate Information/solutions

• Apply knowledge of products/ services

• Accurately follow Frontier processes and procedures.

• Meet/exceed productivity goals and SLAS

• High level of customer satisfaction and confidence with all interactions

• Deliver customer experience above customer/shareholder requirement as measured by key metrics

• Accurate note documentation for all customer interactions.

• Ability to maintain a high level of customer satisfaction.

• Ability to effectively convert detractors to promoters.

• Required to understand market behavior and Frontier’s competitive offers

• Maintains/expands relationships with existing customers.

• Consults with existing/new customers to offer variety of products and services

• Work at clearing outstanding orders daily to ensure no impact or delays.

• Follows established procedures and receives instruction on newly implemented policy and procedure changes.

• Ensures compliance with supervisor requests and escalation procedures

• Ability to solve complex customer challenges/regain consumer confidence.

Qualifications

Soft Skills

• Ability to clearly communicate in the Frontier Voice and embody Frontier's personality traits
• Minimum English writing proficiency at B2 in CEFR guidelines
• Ability to multitask with concurrent chat and desktop management skills
• Ability to think critically and troubleshoot effectively
• Ability to remain professional when responding to unfriendly or difficult customers.
• Ability to interpret billing statements, including identifying applied credits and understanding rate increases
• Ability to remain emotionally aware in difficult conversations.
• Possesses high critical thinking skills, resourcefulness, and customer service oriented

Experience and Education

• At least 1 year chat experience in any vertical
• At least 1 year of chat experience, with typing speeds of at least 35 WPM and 100% accuracy or
• Billing & Sales experience in a call center environment is required.
• Completed Senior High School or its equivalent (2nd year college).

Work Set Up, Tools & Location Parameters

• Work Onsite from training to production

Hours of Operation

• Mon-Fri: 8AM-10PM ET; Sat: 8AM-9PM ET, Closed Sun
• Days of Operation: Five (5) days a week, Fixed Weekends Off
• Time Zones Covered: Eastern, Central, Mountain and Pacific

Training Timelines, Curriculum & Class Size

• Classroom - 3 Weeks
• Nesting - 2 Weeks
• Ideal class size is 25

Top Chat Drivers:

• Service order Inquiry (due date and other basic info)
• Phone Service and Features
• Lower down bill
• Credit/Refund Status
• Credit Request
• Update payment method
• Missing Payment
• Returned Payment Issue
• Move Service Request
• Misapplied Payment
• Cancel/ Change/ Reschedule SO for Prospect Accounts

Unique Selling Points

• Competitive pay
• Top Notch-Incentives
• Health insurance on Day 1
• Dependent HMO after 30 days of active service
• Life Insurance
• Critical Illness Coverage
• Paid Leave
• Fixed Weekends Off
• People First Culture