CUSTOMER SERVICES REP( FULL TIME POSITION)
Location: US, TX, AUSTIN
Department: CSR CENTER
Employment type: Full-time
Industry: Telecommunications
Function: Customer Service
Required experience: Entry level
Required education: High School or equivalent
Salary range: 35000-40000

Company profile:
Our globally connected world has forced businesses to rethink how they communicate. Mobile lifestyles, a flood of technology, economic pressures and an “always on” mentality have created both opportunity and challenges for organizations of all sizes. Mitel® (NASDAQ: MITL) (TSX: MNW) is a global leader in business communications that easily connect employees, partners and customers -- anywhere, anytime and over any device, for the smallest business to the largest enterprise. Mitel offers customers maximum choice with one of the industry’s broadest portfolios and the best path to the cloud. With more than US$1 billion in combined annual revenue, 60 million customers worldwide, and #1 market share in Western Europe, Mitel is a clear market leader in business communications.

Description:
DescriptionDUTIES INCLUDE BUT ARE NOT LIMITED TO:Perform all components of call processing, and adheres to Call Audit Tool.Reviews calls with Manager to meet Call Audit requirements.Performs accurate data entry at time of call.Communicates appropriately and clearly to departmental management, co-workers and callers.Treat callers with respect and dignity; ensures confidentiality of each person's data.Speak with a pleasant, professional telephone voice.Responsible for reviewing productivity stats/information as communicated by your Manager.Ensures that performance standards for hold time are met.  (less than 2 minutes on average).Ensures that performance standards for abandonment rate are met.  (less than 5% of total calls received).Ensures that performance standards for hold time are met.  (less than 2 minutes on average)Responsible for knowing addresses, telephone numbers, hospital services and classes offered.Document all inquires for statistical purposes.Maintain confidentiality of all interactions.Document call tracking information.Keep self and telephone available for calls unless otherwise assigned.Accurately and completely registers callers for classes.Able to discuss with callers the hospital services, directions, etc.Ensure that call documentation meets current standards and policies.Performs other specific duties as assigned by Manager (examples include sending rosters, processing daily mail - both incoming and outgoing, calling registrants with changes, updates and cancellations, etc.)Demonstrates knowledge of eCentaurus  which enables CSR to assist callers as quickly as possible.Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"Other duties as assigned.

Requirements:
Communication - communicates clearly and concisely, verbally and in writingCustomer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectationsInterpersonal skills - able to work effectively with other employees, patients and external partiesPC skills - demonstrates proficiency in PC applications as requiredPolicies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systemsBasic skills  - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately

Benefits:
Competitive compensation package, benefits and exciting advancement opportunities with this industry leader.Salary Between $30,000-$45,000Position  Type : Full-Time  Position