PostHeaderIcon Sutherland – Customer Service/Tech Support/Sales

At Sutherland Global Services, our consultants are at the core of our business. Consultants interact with our customers, providing front-line support and account management. Through the use of phone, email, and/or chat, these team members focus on delivering excellent customer service. By applying for a consultant position, you will be considered for a wide variety of opportunities including roles in Customer Service, Account Management, Technical Support, and Sales. Join our team today!

Responsibilities:

  • Answer inbound calls, mostly regarding technical issues with a product or service. Some calls  may be regarding general billing inquires.
  • Access customer records and verify customer account information.
  • Use probing questions and other soft-skill techniques to diagnose customer issues and provide a solution or escalation path to resolve the concern.
  • Access customer databases, knowledge resources, and technical applications to further determine the root cause of the problem.  This will require the navigation of multiple systems.
  • Interact with client departments (test desk, field service, dispatch) when escalations are required.
  • Schedule a technician visit when an issue cannot be resolved via traditional troubleshooting methods. Negotiate appointment time with the customer and inform the customer if there is a charge for the service call.
  • Process customer payments using credit card or direct debit.
  • Initiate and document client responses to customer contacts by keying new or changed information about accounts into the computer system and completing any forms required to request action by other departments or gather additional information.
  • Participate in team meetings and individual meetings with Team Manager concerning own job performance.
  • Attend job-related training; this may include new hire training, refresher training, new product or service updates, and product cross-training.
  • Attend work when scheduled, even during irregular/unexpected days or hours; take incoming calls as soon as possible following a previous call.
  • Maintain a clean/safe work environment.
  • Perform other duties as assigned.

Qualifications:

  • 18 years of age
  • HS diploma or equivalent
  • Prefer 1 year or more of customer service experience

How to Apply

https://www.sutherlandathome.com/Sutherland_At_Home_Apply.aspx

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