Customer Response Rep – TDCJ

Responsible for providing quality customer service by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner.

Responsibilities:

• Provide quality customer service.
• Open trouble tickets for specific customer issues.
• Explain product options and related charges clearly and concisely.
• Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
• Take customer payments or offer other payment options for the customer.
• Uses existing procedures to solve routine or standard problems; receives instruction, guidance and direction from others as needed
• Maintain quality scores and call center metrics.
• Promote self-service tools such as IVR and Web
• Inform customers of promotions and new or upgraded products
• Quotes rates and encourages customers to utilize prepay options.
• Performs other related duties and responsibilities as required or assigned
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.

Knowledge, Skills And Abilities:

• Ability to read and comprehend simple instructions and short correspondence
• Ability to write straightforward explanations of trouble tickets submitted
• Ability to ask effective questions and present information clearly and concisely
• Ability to clearly communicate with customers, both verbally and written
• Able to handle sensitive and emotional calls that require empathetic responses
• Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
• Ability to communicate and respond to customers while keying information into system
• Ability to navigate multiple applications in several environments
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must have access to high-speed internet for remote connectivity to Securus network when applicable.

Minimum Qualifications:

• High school diploma/GED
• 1 – 2 years of Technical Support Experience
• 1 – 2 years of Help Desk Support Experience
• Annual State Background Check is required

Preferred Qualifications:

• 12-18 months customer service experience

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.

Occasionally may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $15.00/hour – $16.47/hour
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.