Customer Service Representative - Work from Home

TP Customer Service Representative

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include : paid training, competitive wages, full benefits (medical, dental, vision, 401k and more), paid time off, and employee wellness and engagement programs.

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

All hires must reside within the state of Georgia.

Responsibilities

Customer Service Representatives respond to customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns.

• Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner.
• Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments.
• Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
• Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support).
• Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections / reconnections as required.
• Maintain accurate and detailed records of all customer interactions and transactions within the CRM system.
• Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies.
• De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure.
• Collaborate with other departments to ensure timely and thorough resolution of customer issues.
• Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.

Qualifications

We're looking for fearless people people who are inspired to deliver only the best in all that we do.

Qualifications :

Key competencies :

Work from Home Requirements :

Be part of our TP family. It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

EOE / Disability / Vets