Client Care Representative

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.Why a Career at Access OneAn opportunity to grow your career and expand your knowledgeProfessional development and growth through continual learningRecognition of all your accomplishments, large and smallA chance to relax and enjoy your co-workers at company eventsAccess to health programs such as gym membership incentivesComprehensive benefits including insurance, PTO (Paid Time Off) and financial planningVolunteer and donation opportunities to help improve our communityWhat You Will DoThis position is responsible for providing phone based customer support to Access One’s existing customer base. Client Care Representatives will assist customers with account inquiries, facilitate move, add, and change orders, and open trouble tickets. In addition, Client Care Representatives are responsible for Tier I troubleshooting for VOIP services, VoIP changes, online chats, inbound email communications, Lucent and Metaswitch updates.Responsibilities IncludeAnswer telephone inquiries, online chats and emails from customers in a timely and professional mannerProvide quality service to Access One customers by responding to customer needs and inquiries, and initiating resolution of problems in specific areas. May partner with other department staff to resolve issuesPerform data entry into the appropriate systems in order to document customer complaints and steps taken to address issuesCorrespond with customers and other company departments to obtain facts regarding customer inquiry/complaintHelp to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer serviceTier I troubleshooting for VOIP servicesConduct VOIP changes in Metaswitch (Network Switch)Provide trouble ticket status upon request of the customerEnsure follow up to customers on all requests and concernsWho You AreBachelors degree preferredCustomer Service, Call Center, and/or Telecom experience is highly desirableAbility to manage difficult or emotional customer situations, respond promptly to customer needs and solicit customer feedback to improve serviceAbility to learn quickly and adapt to changing environmentsExcellent communication skills are required. Reps must be able to write and speak clearly and informatively. Must be able to listen and get clarification when needed, and respond well to questionCommitment to teamwork is necessary, as well as the ability to balance team and individual responsibilities. Contribute to building a positive team build morale and commitment group to goals and objectivesAbility to prioritize, use time efficiently and manage competing demands while still meeting deadlinesDemonstrate accuracy, thoroughness and attention to detail. Look for ways to improve and promote qualityProficiency in Microsoft SuiteScheduling flexibility to cover shifts while peers are utilizing PTOAccess One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.PM22