Intern - Customer Care

Job Summary

The Customer Support Professional (CSP) is responsible for interfacing with customers for the purpose of developing, and/or enhancing the relationship between the company and the customer through effective support of the company’s network, products, and services. The CSP’s will utilize various skills and techniques to build rapport and connect with the customer to elicit and more fully understand the customer’s request and to fashion a response that effectively addresses their needs with the goal of leaving them feeling wonderful about their experience. 

Typical interactions will involve addressing customers’ issues, requests or inquiries related to Lightpath’s billing, products, and services, as well as provide support to identify and resolve issues that are communicated to the Lightpath Support Desk. The CSP will assess each interaction to take immediate action or determine the appropriate support level to warm transfer for issue resolution

Responsibilities

• Actively listen to the customer; demonstrate empathy, capture their story, and confirm by feeding it back to them.
• Provide positive experience by using appropriate word choice, tone, and other soft skills, ask proper probing questions to identify root issue, take ownership of customer concerns, check for questions and maintain control of the experience.
• Attempt to provide the customers’ desired solution on the first contact, but in all cases follow up effectively to ensure ultimate completion.
• Ensure that the story of the customer’s experience and interaction is captured and made available for other employees to reference in the future.
• Connect and collaborate effectively with other employees and teams to ensure high quality and timely expedition of customer requests.
• Effectively hand off misdirected customer requests to an appropriate party, ensuring that the customer’s story accompanies the handoff, to that the customer is never forced to tell their story more than once
• Handle incoming calls 
• Capturing client’s issue (Voice Service Issue, Internet circuit down, call forwarding not in place, etc.) and escalating tickets when appropriate.
• Submission of tickets to outside vendors.
• Support client and LPACC requests for feature and functionality changes to the Hosted Service, such reset password
• Commportal and softphone support.
• Completion of BUR requests.
• Responsible for billing activities to include:
  • Explanation of invoice and account charges.
  • Create Billing Dispute Case and assign to appreciate team

• Handling customer orders and/or provisioning of customers of the following:
  • Caller ID Changes
  • E911/LIDB updates
• Customer Care Online, Comm Portal and Multi-tenant Portal:
  • Customer enrollment and providing support for all functionality

Qualifications

• Familiarity with MS Office 365 
• Professional demeanor, willingness to learn 
• Flexibility to perform a wide variety of tasks and to learn about the business 
• Ability to commit to the summer term