Customer Service Representative

ID# 002160

Firstsource Advantage
Colorado Springs, CO
United States

Job Posted
Posting Expires
Experience Required
Employment Type
Work Schedule

Job Description


Customer Service Representative - FULLY REMOTE POSITION

Under general supervision and direction, this job is responsible for taking care of the service needs of customers in a professional, courteous, and efficient manner by performing the following duties.


Handle’s high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing)

Responds to in-bound customer calls and assists customers face-to-face in the front office.

Provide customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.

Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.

Enter account information into billing system with a high degree of accuracy to execute transaction.

Participate in ongoing training to increase skill level and productivity.

Maintain and sustain all performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk time etc), attendance and one-call resolution goals.

Maintains working knowledge of all products, services and their features.

Works with customers to achieve customer satisfaction by meeting their needs with products and services.

Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.

Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.




EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.

LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in on-on-one and small group situations to customers, and other associates of the organization.

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. OTHER SKILLS AND ABILITIES Requires excellent oral and written communication skills while assisting and interacting with customers and associates. Data entry and computer skills preferred. Requires the ability to operate office equipment (copiers, phones, computers, etc.).

Requires efficient and accurate handling of money. The position requires the ability to learn and stay informed of products and services by client


Primary Location: United States-Colorado-Colorado Springs

Work Locations: Colorado Springs-BFSI

Job: Associate

Organization: Collections - Onshore Operations

Job Posting: Oct 5, 2021, 7:51:59 AM

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