Customer Service Representative

What´s the role?

The Customer Service Representative supports customers face to face, through phone, email, online chat, social media regarding the services offered by Liberty. The Customer Service Representative acts as the voice of the brand and promotes a positive relationship between our clients, potential clients, customers and between their peers in the technical department.

How can you add value?

• Communicate to customers over the phone, email, online chat, social media and face to face to resolve their questions, concerns and offer support and serve Liberty customers through all the communication channels.

• Handles customer inquiries, concerns, and disputes while providing technical solutions.

• Achieve sales metrics, perform light retention duties, carry out data entry tasks, schedule installations and repairs for field technicians, conduct audits as needed.

• Assist as first call resolution by applying troubleshooting techniques though the different communication platforms and channels to effectively solve clients' problems.

• Tracks call-related information for auditing and reporting purposes.

• Provides feedback to technical departments on observations of the network.

• Upsells to customers, as necessary.

• Advances calls to supervisor when necessary and appropriate.

• Responds to requests for assistance and/or possible processing of credit card authorizations. Maintains and updates customer information as necessary.

• Calmly attempts to resolve and de-escalate any issues by maintaining a positive and professional relationship between Liberty and its customers.

• Ensures customer satisfaction and loyalty.

• Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

• Other functions may be assigned.

What do you need?

Education and/or Experience:
Associate degree preferred.

Two years of experience in Customer Service.

Other Requirements:

• Familiarity with Microsoft Windows, Word, and Excel applications.

• Stellar customer service skills – and an overwhelming desire to make customers happy one interaction at a time.

•Ability to interact positively with the public, either on the telephone or in personal contact.

•Strive to maintain phenomenal level of confidentiality and work with highly sensitive data and information.

•Flexible Schedule availability. Must be willing to work day evening or night hours; overtime, emergency call-outs, weekends and holidays, as required.

• Excellent oral and written communication skills.

• Strong listening/comprehension skills.

• Ability to stay composed and focused.

• Conversational, patient, and confident, with a positive attitude.

• Dedicated with outstanding ethics.

• Bilingual in Spanish preferred but not required.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.