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As a Business Customer Service Representative, you will be responsible for providing high-quality service to our business customers (small, medium, and large accounts), with a focus on problem solving related to our products or services, analyze, interpret, proactive retention, and first-level technical support. This position seeks to ensure customer satisfaction from the first contact (First Call Resolution), handling incoming and outgoing calls, resolving technical and administrative concerns, and managing retention and loyalty processes.
How can you add value?
Answer incoming and outgoing calls from business customers to resolve requests for billing, product information, technical support and other related matters.
Use active listening, emotional intelligence, and ownership to retain customers and prevent disconnections due to move requests, price concerns, and technical issues.
Proactively contact customers at risk of cancellation, high propensity churn (e.g., approaching contract expiration, recurring technical issues, etc.) to assure customer happiness and re-contract and extend our customer relationships where appropriate. Presents products/services in a courteous and genuine manner and adding solutions required.
Saves and retains Liberty business customers by identifying reasons for request to disconnect and overcoming concerns to help retain customers by making recommendations according to customer’s needs on features, accessories, upgrades and rate plans.
Remains up to date with products to ensure customer satisfaction and to improve sales opportunities (e.g., marketing matrix, new product figures out) Resolve and implement basic strategies/techniques to efficiently counter high reaching offers and educate customers on product comparisons.
Actively boosts sales opportunities by recognizing customer needs, providing appropriate products or services, and promoting valuable solutions to improve customer experience.
Handles Bulk accounts billing maintenance and works with Business Sales Operations in child accounts audits and corrections, including equipment/converter inventory movement on account.
Provide resolution on customer inquiry by providing appropriate billing, service, programming, maintenance, basic troubleshooting information, including wholesale and government customers, ensuring regulatory requirements.
Diagnose and resolve first-level technical issues related to VoIP, Video, HSD, VPNs, IP configurations, modems, among others.
Lead payments, collections, and payment plans, and resolve delinquency or disputes across various account types.
Properly document each interaction in tools such as Salesforce or other internal systems.
Apply knowledge of Liberty's service portfolio and its competitors to recommend solutions that improve value for the customer.
Act as a dedicated FMC agent, supporting both mobile and fixed services to ensure consistent and high-quality customer care across all product lines.
Ensure alignment with quality and performance metrics established by the department.
Meets or exceeds budgeted retention goals for all product lines.
Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.
What do you need?
Education and/or Experience
Associate degree. Bachelor’s degree preferred.
1-2 years of experience in B2B customer service, retention, or technical Support and troubleshooting in call center environment and previous high-volume customer service experience either in a call center or retail environment.
Technical knowledge (VoIP, VPN, static IPs, EoD, etc.).
Ability to handle difficult situations with empathy, resolution, and a business-oriented approach.
Knowledge of billing and collection processes.
Other Qualifications
Extremely strong interpersonal skills, both verbal and written.
Ability to work with high volume, high pressure, meeting performance metrics and results oriented environment.
Able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and handle and diffuse angry or upset customers.
Detail oriented with a background in analytical skills and strong problem-solving skills.
Possess ability to organize, prioritize, complete multiple tasks, navigate through multiple software intranet sites to resolve customer issues and handle expertly.
Fully Bilingual (Spanish and English).
Sales Oriented.
Knowledge on Telecommunications, especially telephone and Internet.
Computer Knowledge (Microsoft Office).
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Assessment, background check and drug test will be required to be a successful candidate.
If you believe you have been discrimin against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
Seniority level
Not Applicable
Employment type
Contract
Job function
Science and Consulting
Civil Engineering
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