[Remote] Customer Service Representative I

Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is a company focused on providing quality customer service. The Customer Service Representative I is responsible for assisting customers via phone, chat, and email, addressing inquiries and complaints, and maintaining customer accounts effectively. Responsibilities Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills Open trouble tickets for specific customer issues Explain product options and related charges clearly and concisely Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool Take customer payments or offer other payment options for the customer Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed Maintain quality scores and call center metrics Promote self-service tools such as IVR and Web Inform customers of promotions and new or upgraded products Quotes rates and encourage customers to utilize prepay options Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging Assist with questions during the Nesting stages of the training process or as needed Access to additional programs/platforms which may include S-Gate Performs other related duties and responsibilities as required or assigned Skills Ability to read and comprehend simple instructions and short correspondence Ability to write straightforward explanations of trouble tickets submitted Ability to ask effective questions and present information clearly and concisely Ability to clearly communicate with customers, both verbally and written Able to handle sensitive and emotional calls that require empathetic responses Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer Ability to communicate and respond to customers while keying information into system Ability to navigate multiple applications in several environments Ability to follow a set schedule, including taking timely lunches and breaks Must have access to high-speed internet for remote connectivity to Securus network when applicable High school diploma or GED At least 3 months of previous call center and/or customer service experience 3 years of customer service experience with at least 2+ years call center environment Benefits Health Insurance 401(k) Disability Life Insurance Paid Time Off Voluntary Benefits Company Overview Aventiv is a diversified technology company that provides innovative solutions to customers in the corrections and government sectors. It was founded in 2019, and is headquartered in Addison, Texas, USA, with a workforce of 1001-5000 employees. Its website is