What's the role?

　　As a Customer Service Rep Tier 2 you will offer customer support via a call center through phone, email, online chat, or social media to customers who have questions, concerns, disputes, or confusion around the services offered by Liberty. You will provide support communicating technical solutions in a user-friendly and professional manner. You will be literally the voice of the brand, and a positive relationship between our clients and their customers starts with you.

　　How can you add value?

　　Talk to customers over the phone, email, online chat, or social media to resolve their questions or concerns.

　　Maintain and update customer information as necessary.

　　Calmly attempt to resolve and de-escalate any issues.

　　Advance calls to supervisor when necessary and appropriate.

　　Respond to requests for assistance and/or possible processing of credit card authorizations.

　　Track call-related information for auditing and reporting purposes.

　　Provide feedback to peers on observations of the network.

　　Upsell to customers as necessary.

　　Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, retaining information taught and explained.

　　Offer support via a contact and call center environment through various channels including phone, email, online chat, social media, and face to face contact with customers.

　　Responsible for handling customer inquiries, concerns, dispuytes in addition to providing technical solutions. Representatives will also be responsible for achieving sales metrics, performing light retention duties, performing data entry tasks, scheduling installs and repairs for field technicians, conducting audits, and other duties as needed, related to the services offered by Liberty.

　　Maintain a positive and professional relationship between Liberty and its customers.

　　Ensure customer satisfaction and loyalty.

　　Availability to work a flexible schedule.

　　Demonstrate and ensure compliance with the Customer First Philosophy, with all Liberty Latina America's policies and procedures including the Code of Conduct and with Liberty safety standards and procedures.

　　Other functions may be assigned.

　　What do you need?

　　Education and/or Experience:

　　Associate degree preferred.

　　Two years of experience in Customer Service.

　　Other Requirements:

　　Familiarity with Microsoft Windows, Word, and Excel applications.

　　Stellar customer service skills – and an overwhelming desire to make customers happy one interaction at a time.

　　Ability to interact positively with the public, either on the telephone or in personal contact.

　　Strive to maintain phenomenal level of confidentiality and work with highly sensitive data and information.

　　New employees will receive comprehensive training on various troubleshooting methods and software network tools to ensure they have the necessary skills and knowledge to provide top-notch customer support

　　The training will cover the use of diagnostic tools, remote access software, and other tools that will help representatives quickly identify and resolve customer issues.

　　Ongoing training to ensure they stay up-to-date with the latest technologies and best practices in customer support

　　Excellent oral and written communication skills.

　　Strong listening/comprehension skills.

　　Ability to stay composed and focused.

　　Conversational, patient, and confident, with a positive attitude.

　　Dedicated with outstanding ethics.

　　Bilingual in Spanish preferred but not required.

　　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 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.

　　#LI-KW1

　　What do you need?

　　Education and/or Experience:

　　Associate degree preferred.

　　Two years of experience in Customer Service.

　　Other Requirements:

　　Familiarity with Microsoft Windows, Word, and Excel applications.

　　Stellar customer service skills – and an overwhelming desire to make customers happy one interaction at a time.

　　Ability to interact positively with the public, either on the telephone or in personal contact.

　　Strive to maintain phenomenal level of confidentiality and work with highly sensitive data and information.

　　New employees will receive comprehensive training on various troubleshooting methods and software network tools to ensure they have the necessary skills and knowledge to provide top-notch customer support

　　The training will cover the use of diagnostic tools, remote access software, and other tools that will help representatives quickly identify and resolve customer issues.

　　Ongoing training to ensure they stay up-to-date with the latest technologies and best practices in customer support

　　Excellent oral and written communication skills.

　　Strong listening/comprehension skills.

　　Ability to stay composed and focused.

　　Conversational, patient, and confident, with a positive attitude.

　　Dedicated with outstanding ethics.

　　Bilingual in Spanish preferred but not required.

　　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 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.

　　#LI-KW1

　　How can you add value?

　　Talk to customers over the phone, email, online chat, or social media to resolve their questions or concerns.

　　Maintain and update customer information as necessary.

　　Calmly attempt to resolve and de-escalate any issues.

　　Advance calls to supervisor when necessary and appropriate.

　　Respond to requests for assistance and/or possible processing of credit card authorizations.

　　Track call-related information for auditing and reporting purposes.

　　Provide feedback to peers on observations of the network.

　　Upsell to customers as necessary.

　　Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, retaining information taught and explained.

　　Offer support via a contact and call center environment through various channels including phone, email, online chat, social media, and face to face contact with customers.

　　Responsible for handling customer inquiries, concerns, dispuytes in addition to providing technical solutions. Representatives will also be responsible for achieving sales metrics, performing light retention duties, performing data entry tasks, scheduling installs and repairs for field technicians, conducting audits, and other duties as needed, related to the services offered by Liberty.

　　Maintain a positive and professional relationship between Liberty and its customers.

　　Ensure customer satisfaction and loyalty.

　　Availability to work a flexible schedule.

　　Demonstrate and ensure compliance with the Customer First Philosophy, with all Liberty Latina America's policies and procedures including the Code of Conduct and with Liberty safety standards and procedures.

　　Other functions may be assigned.