Customer Service Rep/ Email-Chat Agent Job at Armstrong Utilities
Position Summary
The Customer Service Rep Email Agent will be responsible for providing customer service and support (both CSR and TSR) via our web-based and digital channels. The work week includes web-chat queue support, answering customer emails, chat-bot support, social media support, and normal CSR or TSR call queue support, as needed.
What You’ll Be Doing:
- Answering questions and troubleshooting issues pertaining to billing, television support, telephone, and technical/Internet support online via both email and web chat
- Redirecting any complex email/chat/social media requests that require additional team members or supervisors, while maintaining ownership of the overall concern
- Processing outbound email requests in a timely manner from agents, lead line, and supervisors when requested
- Organizing, maintaining, and editing the library of web chat/email responses
- Fielding inbound CSR and TSR phone calls, as needed, based on service level requirements
- This list is not exhaustive and may be supplemented
What You’ll Need:
- One-year minimum experience as an Armstrong CSR, TSR, or Inside Sales Specialist is required; demonstrated knowledge of CSC policy, products, and procedures
- Must maintain superior Armstrong 360 scores and PGP statistics
- Must demonstrate an advanced ability to communicate effectively—both grammatically correct and professionally—verbally and in writing
- Excellent typing skills, including speed and accuracy
- The ability to multi-task while processing customer chats and emails simultaneously
- Being resourceful and proficient in the Microsoft Office Suite (especially Outlook), IComs, the NOC web page, and all standard Armstrong tools and utilities
- Must complete applicable training
- Proven track record of providing outstanding customer service
- Have a history of punctual and consistent attendance
- Ability to apply coaching feedback immediately and consistently
What We Are
Founded in 1963, Armstrong is now the 12th largest cable telecommunications company in the United States. Throughout our more than 50 years in cable television, we’ve been a leader in innovation and technology. Using fiber optics and advanced technology, our networks are designed to provide leading-edge services and high reliability. Every year, we invest and work hard to outpace technological advancements in an ever-changing industry.
Armstrong is an Equal Opportunity Employer.
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