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Audience Care Representative

Audience Care Representative| Customer-service-client-care | Santa Clara, CA, USA

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Responsibilities

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Overview:

OnCue, a Verizon company in Santa Clara, California, is in search for an Audience Care Representative (ACR). This is a role on our customer support and care team. If you’ve ever wanted to have the opportunity to do it right from the beginning, then you should read this posting! We need an amazing person who will enjoy being a part of a customer support team of high energy, passionate people focused on delivering an effortless and frictionless customer experience. The successful candidate will enjoy a ‘beyond parity’ culture of exceptional people, processes and technology. This is an opportunity of a lifetime for the right person!

 Job Description:

This individual contributor role will be responsible for delivering the ultimate customer experience. ACRs will use an advanced Agent Console (an evolved Customer Relations Management suite) that allows representatives to serve the Audience member in whatever channel (phone, web, chat, social) the Audience member chooses. This ACR will be empowered with autonomy, mastery and purpose to deliver to our vision. The culture will be very progressive while the work environment will be safe and diverse. This ACR will be encouraged to take risks and to be innovative in their approach to delivering an exceptional customer experience.

Preferred Skills/Attributes:

  • Passionate about providing great customer experiences and managing to key quantitative customer outcomes
  • Demonstrated ability to value the customer
  • High energy and self-directed
  • An innate and unapologetic sense of urgency and accountability
  • Great listening skills
  • Ability to simplify complex technical issues that can be presented to non-technical teams
  • Ability to envision new and innovative features and needed changes to evolve tools and processes - hardware, data communications, software and projects
  • Proven ability to make data-based decisions in a timely manner
  • Ability to learn complex technology quickly
  • Flexible to meeting the demands of the Audience, the business, and fellow ACRs
  • Ability to work as a team player
  • Demonstrated experience using new social technologies
  • Comfort in managing new products or services and in managing ambiguity
  • A strong understanding of call center key performance metrics
  • Exposure to and understanding of industry systems and applications used to resolve customers’ issues


Qualifications

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  • 3 or more years’ experience in customer facing support role (preferably in high volume environments)
  • Bachelor’s degree with a technical major is preferred


Equal Employment Opportunity
  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.




Job ID: 360024