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Job Description
Customer Care Agent
A Customer Care Agent works in a Call Center environment, with the primary purpose of interacting directly with our customers and field employees, providing customer service support and coaching technicians to troubleshoot problems affecting a full complement of products and services.. The CSA will also organize and prioritize incoming service requests from our field operations groups as well as employ oral and written skills to disseminate information to work groups both internal and external to the organization.
This position is the voice of DirecTV and MasTec Advanced Technologies.
- Ensures order integrity.
- Provides positive customer contact experience.
- Provides installation status updates.
- Tracks work orders dispatched for completion.
- Works closely and effectively with the Customer Care Manager, Field Supervisors, Satellite Installation Technicians and MasTec Advanced Technologies and DirecTV.
- Maintains and improves service by listening to customer's description of problems; diagnosing and/or troubleshooting problems.
- Maintains customer rapport by resolving concerns and answering questions.
- Maintains safe work environment by following safe practices.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensures an excellent installation and service experience to DirecTV customers.
- Working with all levels within a fast-paced and deadline-driven organization.
Skills/Requirements
- Solid and proven effective communication skills both verbally and written.
- Solid ability to provide outstanding customer service on the telephone.
- Solid ability to self-motivate and to work with a team
- Solid ability to define problems, collect data, establish facts and draw valid conclusions with limited direction.
- Solid ability to understand and follow instructions for a variety of standard practices.
- Solid ability to read, write and comprehend simple instructions, short correspondence and memos.
- Solid ability to be proactive in gathering information, answering queries or asking for assistance.
- Solid computer skills, including Microsoft Office products (Word, PowerPoint, Excel).
- Pass and maintain a clear Background, Drug record.
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About MasTec Advanced Technologies
MasTec Advanced Technologies is the largest DirecTV installation and service company in the United States. With millions of people turning to DirecTV for their television needs, MasTec Advanced Technologies offers unlimited career opportunities to the right professional. MasTec is also one of the leading telecom and infrastructure companies for communications, utilities and governments in the nation. For over 70 years, we’ve provided our customers with solutions that have become the backbone for our nation’s economy.
Customer Service
A career as a Customer Service Specialist is an opportunity to challenge yourself, as you provide high-quality customer support and solutions. From scheduling installation appointments to fielding customer questions and requests, your job is to be a representative of superior customer service that is MasTec. And with a solid history of over 70 years, you’ll discover plenty of ways towards a promising future as you learn, grow and advance in your job - and build a successful career.