Founded in 2002, TollFreeForwarding.com (TFF) is an international telecommunications provider (VoIP/SIP). TFF has always been profitable and debt-free with consistent growth. TFF offers highly competitive wages plus bonuses, health benefits, 401(k) with 10% match and immediate vesting, and generous PTO.
The Customer Service Representative ensures successful customer onboarding and continuing satisfaction by proactively identifying customer needs and responding to first-line requests. The Customer Service Representative will build rapport with key contacts and maintain a high quality of service with quick response time.
Job Tasks:
Educate customers on services and web-based user interface
Handle inbound/outbound calls and emails from existing and potential new customers
Follow up with internal departments to expedite customer requests
Analyze and respond to customer inquiries
Open and process tier one support tickets
Assist existing customers with billing and service issues
Identify business opportunities and refer to sales team
Desired Background, Skills, Traits:
Previous customer service experience
Self-directed and proactive with ability to prioritize and multitask
Comfortable with numbers, basic math, customer interaction and Microsoft Office Suites
Excellent time management and organization
Superb communication skills, with excellent listening ability
Can write concise, effective business emails
Able to resolve challenges and escalations with diplomacy
Detail-oriented
Ability to maintain a positive attitude
Eagerness to learn and grow as a professional
Prior experience with SalesForce or other CRM platforms, preferred
Able to excel in a fully digital, tech-driven environment
Above average typing speed and accuracy
Bilingual applicants are highly desired
AA or BA/S degree is appreciated
Must be able to work one weekend day per week as part of regular schedule, some holidays, and early mornings