At Focus Services we pride ourselves on creating a culture of growth and progress for our employees. We are proud of the products and services we provide our clients and believe our employees are truly our most valuable assets.

FOCUS CULTURE

At Focus Services we pride ourselves on creating a culture of growth and progress for our employees. We are proud of the products and services we provide our clients and believe our employees are truly our most valuable assets.

ABOUT THE JOB

As highly motivated individuals we are looking for the right people to join our team. Your mission ... should you choose to accept it ... is to field calls, answer questions, explain product information, up sell products, and provide customers clarity on their accounts.

POSITION

This is an exciting opportunity to join Focus Services Customer Service team. Core job responsibilities include resolving customer inquiries related to their overall bill and general questions around products and services. Additionally, ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.

EXPECTATIONS

• Demonstrates functional skill in communicating and explaining basic account information to customers with a focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, one-time charges and/or recurring monthly fees.


• Identify and recommend additional products and services that will enhance the overall customer experience.


• Multitask between multiple tools and systems (knowledge base, billing system, desktop tools). Leverage information gathered from various systems to resolve customer issues and/or inquires.


• Demonstrate awareness of company policies and procedures, utilize sound judgment, and remain within scope of support.


• Follow guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).


• Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers.


• Demonstrates the ability and takes ownership to achieve established goals and performance metrics.


• Comfortable adapting to policy and/or procedural changes that are communicated via instructor lead training, virtual training, e-mail, and/or verbally via team huddles.


• Interacts with customers via telephone


• Must be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.

REQUIREMENTS

• High School Diploma or equivalent


• Proficient in Microsoft Windows

• Technical aptitude as it pertains to navigating multiple windows of information


• At minimum, one year of customer service experience


• Strong typing and oral communication skills


• Regular and prompt attendance during training and scheduled shifts


• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.


• Winning ATTITUDE and DRIVE FOR SUCCESS, a must!

BENEFITS

• Excellent base wage


• Daily / Weekly / Monthly Contests and Prizes


• Scholarship Opportunities


• Performance Bonus


• Health Insurance


• Dental Insurance


• Vision Insurance


• Life Insurance


• Paid Time Off


• Paid Holidays


• Reduced or Flexible Hours


• Family Medical Leave

PERKS AND DISCOUNTS

• Employee Discounts


• Company Social Events


• On the Job & Continuation Training


• Professional Development/Advancement Opportunities


• Volunteer Assistance Program


• Referral Programs


• Tons of food and snacks


• Charity events


• Casual dress code


• Tiered promotional opportunities based on performance


• Individual and Team recognition


• Work Environment filled with amazing people & incredible opportunities

THIS MESSAGE WILL SELF-DESTRUCT IN 5 SECONDS ... SO APPLY ASAP!

Apply at www.focusservices.com/careers or stop by an office near you today.