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Location: Hackensack, NJ
DUTIES & RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
• Consistent with direction from management, (i) review requests for webcams, (ii) traffic requests as required through appropriate departments, (iii) approve shipment of webcams to qualified customers, and (iv) conduct follow up interactions with customer until installation and usage is confirmed.
• Identify and report sales opportunities and challenges to management on a regular basis
• Meet or exceed quotas and/or other sales-related metrics as defined by management.
• Resolve and track customer inquiries received via phone, mail, Fax, or e-mail relative to Shipping log, Webcam Arrival, Installation, and VRS Usage
• Direct major account issues to proper internal department for resolution.
• Responsible for accuracy of all systems inputs
• Provides customer satisfaction through effective and timely resolution of a variety of customer inquiries.
• Strives for one-call resolution of customer issues.
• Successfully completes New Hire Training and any additional training provided.
• Demonstrates positive and cooperative behavior with customers and coworkers
• Uses the automated and training tools provided to deliver exceptional customer service
• Meets department productivity and quality standards
• Contributes to additional projects as assigned.
• Handles basic customer care skills General and Default.
• Provides input and feedback on new processes or changes to existing processes.
QUALIFICATIONS:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma/GED or equivalent
• Minimum one year of experience in a Call Center environment, or comparable customer service experience
• 6 months experience with Microsoft Windows, Microsoft Office applications, and with using the Internet
• Availability to work a flexible schedule which includes all hours of call center operation
• Fundamental wireless technology knowledge is a plus such as PC, laptop operating systems, PDA operating systems, and mobile devices
• Demonstrates strong analytical, problem-solving, and decision-making skills
• Able to multi-task effectively in a fast paced environment, with strong follow-through on a wide variety of details
• Troubleshooting experience on PC and Macintosh; desktop support certification a plus
• Technical experience with videophones, webcams, videoconferencing software, residential firewalls/routers, and wireless devices, or willingness and aptitude to learn
• Experience presenting product information directly to end-user customers
• Experience working in a customer service role preferred
• Awareness of, or sensitivity to, people who are Deaf, hard of hearing or speech-impaired
Application deadline: Until Filled
Please submit your resume or application to:
GoAmerica, Inc.
FAX: (201) 527-1099
E-mail: hr@goamerica.com
DUTIES & RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
• Consistent with direction from management, (i) review requests for webcams, (ii) traffic requests as required through appropriate departments, (iii) approve shipment of webcams to qualified customers, and (iv) conduct follow up interactions with customer until installation and usage is confirmed.
• Identify and report sales opportunities and challenges to management on a regular basis
• Meet or exceed quotas and/or other sales-related metrics as defined by management.
• Resolve and track customer inquiries received via phone, mail, Fax, or e-mail relative to Shipping log, Webcam Arrival, Installation, and VRS Usage
• Direct major account issues to proper internal department for resolution.
• Responsible for accuracy of all systems inputs
• Provides customer satisfaction through effective and timely resolution of a variety of customer inquiries.
• Strives for one-call resolution of customer issues.
• Successfully completes New Hire Training and any additional training provided.
• Demonstrates positive and cooperative behavior with customers and coworkers
• Uses the automated and training tools provided to deliver exceptional customer service
• Meets department productivity and quality standards
• Contributes to additional projects as assigned.
• Handles basic customer care skills General and Default.
• Provides input and feedback on new processes or changes to existing processes.
QUALIFICATIONS:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma/GED or equivalent
• Minimum one year of experience in a Call Center environment, or comparable customer service experience
• 6 months experience with Microsoft Windows, Microsoft Office applications, and with using the Internet
• Availability to work a flexible schedule which includes all hours of call center operation
• Fundamental wireless technology knowledge is a plus such as PC, laptop operating systems, PDA operating systems, and mobile devices
• Demonstrates strong analytical, problem-solving, and decision-making skills
• Able to multi-task effectively in a fast paced environment, with strong follow-through on a wide variety of details
• Troubleshooting experience on PC and Macintosh; desktop support certification a plus
• Technical experience with videophones, webcams, videoconferencing software, residential firewalls/routers, and wireless devices, or willingness and aptitude to learn
• Experience presenting product information directly to end-user customers
• Experience working in a customer service role preferred
• Awareness of, or sensitivity to, people who are Deaf, hard of hearing or speech-impaired
Application deadline: Until Filled
Please submit your resume or application to:
GoAmerica, Inc.
FAX: (201) 527-1099
E-mail: hr@goamerica.com