Tier I Representative

Securus Technologies Houston , TX 77020

Posted 2 weeks ago


Job Purpose:

Handles incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating and documenting the ticket within the Salesforce tracking case system.


Essential Duties:

  • Responsible for customer request and incident reports processing.

  • Provide the necessary preliminary information for escalation to the Solutions Center Tier 2 Associates as needed.

  • Assist in executing and/or managing special projects for the department

  • Build customer relationships with the support center

  • Respond to all inquiries and issues in a consistently efficient, professional and accurate manner while offering the highest level of service to all customers. Meet productivity requirements based on business needs

  • Proficiency in utilizing company systems and products

  • Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers

  • Take on additional special projects as necessary

  • Document all customer correspondence

  • Maintain project status log

Knowledge, Skills, and Abilities:

  • Excellent communication and interpersonal skills

  • Ability to interface with internal and external partners and to manage projects is required

  • Strong Organizational and time management skills

  • Ability to work on many projects simultaneously

  • Ability to set priorities and work independently with strong initiative

  • Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency

  • Ability to make sound decisions with minimal guidelines

  • Proficiency with Microsoft CRM, Word, PowerPoint, and Excel


Minimum Qualifications:

  • High School Diploma

  • Previous experience involving customer contact, technical support, or customer relations

Preferred Qualifications:

  • Associate degree

  • 1 year of previous Technical support/ Help-desk experience

  • Previous call center experience

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.

It is the Company's policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person's race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Retention Escalation Specialist Tier 2

Riverway Residential LP

Posted 2 weeks ago

VIEW JOBS 4/5/2019 12:00:00 AM 2019-07-04T00:00 Are you extremely detail oriented and analytical, with exceptional people skills to resolve any customer issue? We have a rewarding opportunity to work in Downtown Houston as a Customer Support and Market Relations Representative for someone with the unique ability to achieve resolution. The Energy Escalations Specialist is the primary point of contact for the inquiry and resolution of customers' issues using excellent customer service and communication skills. Our client is a Fortune 200 Retail Energy Company seeking to fill this position immediately. Classification: Non-exempt Essential Responsibilities: * Handle all customer interactions via phone, e-mail, fax and USPS mail in a professional and expedient manner by thoroughly investigating inquiries and providing comprehensive responses * Maintain data integrity and ensure Clearway Energy Group policies and procedures are followed properly * Ensure project deadlines are maintained * Manage the queue line including; customer cancellations, billing issues, agreements, explanation of terms, sales offer, rebates, saving concerns while documenting customer interactions in Salesforce * Resolve customer portal technical support issues escalated by Tier I * Discuss community solar program including saving concerns from existing customers * Communicate proposed resolution with customer and follow up to insure recommended course of action has been followed * Evaluate, manage, and resolve inbound issue resolution requests from Sales, Tier I, Billing and other internal and external parties, assigned to the Community Solar Team within the designated response time * Identify and communicates improvement opportunities or trends impacting the customer experience to management * Perform other functions as assigned Skills/Knowledge: * Results driven - an energetic, resourceful and hands-on individual with a strong service orientation, who commits himself/herself fully to the job, and is dedicated to developing and delivering outstanding work * Ability to work independently, comfortably making rational and reasoned decisions which directly impact customer experience * Reliable, responsible, and dependable * Strong team player, is willing and able to stretch outside of assigned duties to accomplish the business goal * Flexibility to adjust schedule and/or an ability to work overtime as needed Equipment Used/Software Needed: * MS Office Suite (Word, Excel, PowerPoint, Outlook) * Environment as generally represented by normal office conditions Riverway Residential LP Houston TX

Tier I Representative

Securus Technologies