Job Responsibilities
40 hrs per week answer inbound calls from customers and
prospective customers for service, optional additions to service
and problems with service on telephone (land) lines. Responsible
for accurate proprietary information to the customer, responsible
for upselling that customer, responsible for ensuring that
customer is a satisfied customer.
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Job Requirements
Good communications and customer service skills. High wpm typing
ability will help ensure you meeting your adherance to time
requirements on calls while setting up or maintaining service
records on a network pc/computer system database during your call.
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Uppers
Talking with people (customers) about different personal situations (this will
invariably happen regardless of it being an inbound call for business - you will
have to know when to steer it back onto the track of business at hand), an
uplifting feeling of accomplishment when the customer gives you commendation for
what you helped them with, feeling good about putting that customer at ease about
whatever problem they called you with and knowing they are happy with the
decisions you both came to. That "pat on the back" from someone you didn't even
know.
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Downers
The downers are knowing you have to try and upsell a customer who
you know cannot afford the services, or you know could not begin
to understand how the optional service works (such as a 90yr old
women trying to use a complicated voicemail system or selective
call forwarding- some might be okay with it but most not and you
can tell this in talking with them- if you are not pushed to get
on and off that call quickly). Another downer is the fact that
you are pushed to get on and off calls very quickly. This to me
amounts to poor customer service. When that customer calls in,
that customer expects your undivided attention to whatever
problem they might have, they do not expect to be brushed off
because they do not want to "add" yet another few dollars to
their bill.
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Lifestyle
Lifestyle for this job is stressfull. Though you shouldn't have to, you do take
it home with you - whether it be because you were told you didn't meet your call
volume, or you took too long with an elderly person who just didn't understand
one of their optional services. You are constantly under scrutiny by
supervisors, some of which will actually hover and like a vulture wait for an
attack opportunity. Work hours are normal 7-4 or 8-5 or even 10-6pm. Travel is
nil. you may travel to another state for a training period of a few days to over
a month but your travel is quite comfortable actually. you are paid for it, you
don't have to make the accomodations - that is done for you, you are fed quite
well. Company social events for this level amount to mostly the common office
social birthday etc. celebrations with cakes and food brought in by co-workers.
Actually any reason to bring food and eat is big at this company. Social events
of a higher nature are reserved for the higher up levels. You are never invited
to something where higher up 3rd line to president levels gather. Dress code is
pretty much business casual. You can wear jeans. You should not wear skimpy
shorts, midrift (?sp) belly showing shirts, etc. (tho believe me some have). The
better you can let things roll off your shoulders, the better you will have it in
this job. There is backstabbing, cutthroat selling, and cliques within this
environment. Trust no one when it comes to looking out for yourself here.
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Compensation
Salary ranges from $13-$20 per hour. Bonuses can be had for top
sellers, and sellers of certain monthly incentive items. Stock
options are good, your 401K match will be company stock and
benefits are outstanding with medical, dental, vision, life,
pension, disability, adoption and tuition assistance, etc.
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Advice to Jobseekers
It is stressful but can be very rewarding. Don't backstab, but
stay in good with the supervisor and you will be just fine. Rub
a supervisor the wrong way = and you are out the door at some
point. Always be ready for a layoff. You can survive surpluses
by putting in as many transfers to other positions as you can.
Utilize the company ongoing training programs to make yourself
diverse in case you have to change titles/jobs because of a
layoff situation. Seniority use to be but is not always a plus
anymore for this company. It depends on the situation. Union is
not strong anymore. seems more like a club. but i imagine
without it the company would really screw the employee. but
don't count on the union to help you with any grievance - they
are more like team-act union stewards anymore. nothing like they
use to be in the 1970&80's. Keep your nose clean, be on time and
be at work everyday YES EVEN IF YOU ARE ILL, and you will make
it okay.
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