Customer Service Reps

Insight Communications

Louisville, KY


General Summary

Representative will listen and answer customer questions regarding cable, broadband & telephony service availability, installation, billing and programming in a friendly and professional manner. Inputting services and cross sell/up sell a full range of services in a prompt and professional manner so callers receive accurate information regarding the resolution of transactions.

Primary Responsibilities

  • Responsible for answering and handling inbound calls in a fast-paced call center environment.
  • Offer and sell new services to new and existing customers who call in to inquire
  • Actively listens, communicates clearly, concisely and assures customer understanding
  • Must exhibit conversational tone, rapport and express empathy and apologize when necessary to deliver positive customer experience.
  • Must use Insight’s call flow and scripting to Greet, Resolve billing and repair issues, sell Insight Products that customer doesn’t currently subscribe to and Close call properly.
  • Must use Insight’s troubleshooting software to accurately troubleshoot video repair issues to reduce truck rolls.
  • Must possess ability to navigate through multiple software and intranet sites to resolve customer issues and handle efficiently
  • Ensures positive customer experience resolving basic customer cable, digital, and telephony requests, inquiries and complaints, both verbally and in writing.
  • Exceed or maintain minimum department standards, i.e.: sales, monitoring, order entry
  • Prepare work orders for requests after determining if field visit is required; assure appropriate follow-up procedures are followed
  • Accurately document and update records in billing system
  • Meet established standards within the first six months, i.e.: availability, monitoring requirements, sales goals, order entry and positive performance
  • Maintain adequate attendance and adherence to Company policies and procedures
  • Perform related duties as assigned or as the situation dictates

Desired Qualifications

  • High School Diploma or equivalent.
  • Requires a minimum of 12 to 18 months Customer Service and Sales Experience
  • Telephony or other communications experience preferred.
  • Has the ability to retain detailed, or important, information and/or instruction.
  • Excellent verbal and written communication skills with internal and external customers
  • Possesses good organizing and prioritizing techniques.
  • Exhibits the ability to follow direction and the ability to follow-through.
  • Has PC and keyboarding experience.
  • Must posses a good command of the English language, including excellent enunciation, grammar and lack of slang.
  • Willingness and enthusiasm to learn and apply new sales techniques
  • Detail oriented with a background in problem solving skills and the ability to multi-task in a fast paces environment
  • Proficient in Windows applications, typing and internet navigation skills
  • Work on assigned projects with minimum supervision

Physical Demands and Work Environment

  • Will work on computers while sitting at their desk for extended periods at a time
  • Physical ability to frequently use repetitive motions of the wrist, hands or fingers using the computer
  • Handling on average 60+ calls per day
  • Keyboarding and Computer Skills
  • Fast paced environment
  • Ability to multi-task
  • Ability to learn new things
  • Ability to adapt well to change

Insight Communications
Rosalind Scheitlin, Regional Recruiter

Apply online: Join Team Insight.