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Job Description
Lead Customer Care Agent
This position takes a combination of skills including customer service, computer, and communication skills. Working in a call center environment; this position interacts directly with our customers and field employees to ensure our success. In this fast paced role, you interact with multiple people from customers to installation professionals to ensure service excellence.
Our call center is open 7 days a week, from 6am until 8pm. This position offers flexible hours and the ability to work occasional overtime.
Skills/Requirements
- Provide excellent customer service to client, customers and Customer Care Agents
- Coach and mentor Customer Care Agents by encouraging, supporting and motivating Agents on a day-to-day basis.
- Maintain performance reporting, Customer Care Agent’s scheduling, and track dispatched work orders
- Monitor and adhere to compliance of company’s policies and procedures.
- Maintains and improves service by listening to customer's description of issues; diagnosing and/or troubleshooting problems
- Handle escalated emails or calls; complaints, questions, and queries as necessary
- Ability to work a flexible schedule based on demands of the business.
- Meet or exceed departmental objectives
- Maintain a safe work environment.
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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.