Job Purpose:

Responsible for providing quality customer service via phone 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.

Essential Duties:

• Provide quality customer service via phone.
• 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
• Performs other related duties and responsibilities as required or assigned

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

Minimum Qualifications:

• Level I Minimum Qualifications
• High school diploma/GED
• 18 months customer service experience
• Level II Minimum Qualifications
• High school diploma/GED
• 1 year call center experience; or 6 months as a Securus Customer Service Rep I with an acceptable level of performance including the absence of disciplinary action

Preferred Qualifications:

• Level I Preferred Qualifications
• 2 years customer service experience
• 1 year call center experience
• Level II Preferred Qualifications
• 3 years of customer service experience
• 2+ years call center experience

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 

It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.