Overview:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Responsibilities:

• Maintains/explains relationships with existing customers.
• Outbound calls shall be limited and only be supported as needed to complete follow-up with customers that are not able to resolve in the initial contact. The requirement and goal shall always be a first-call resolution.
• Consults with existing/new customers to offer a variety of products, and services.
• Work at clearing outstanding orders daily to ensure no impact or delays.
• Follows established procedures and receives instruction on newly implemented policy and procedure changes.
• Ability to solve complex customer challenges/regain consumer confidence.

• High level of customer satisfaction and confidence with all interactions.
• Deliver Customer Experience at or above customer & shareholder requirements as measured by key metrics, including but not limited to: Customer Satisfaction, Contact Resolution Rate, Sales Metrics, and Average Handle Time.
• Accurate note documentation for all customer interactions.
• Support that generates a high level of customer satisfaction. Never creates detractors, effectively moves detractors to promoters.
• Required to understand a few markets and Frontier's competitive offerings.

Qualifications:

• Display excellent communication and superior customer service skills and exhibit a high level of professionalism in all communications .
• Ability to handle highly escalated callers.
• High level of understanding in handling safety calls.
• Self-motivated, detail-oriented and highly organized.
• Very strong language and communication skills (written and verbal) and robust affinity to US culture/business/consumers.
• Ability to talk and type at the same time.
• Ability to type 25+ wpm.
• High School Graduate or GED.
• Availability to work a full time shift, and work during holidays and weekends.
• Willing to work in Bogota, Colombia Site.

Skills and Abilities

• High proficiency in communicating across several platforms. Must be able to form connections using their voice or with written messages, with less emphasis placed on face-to-face communication. A pleasant phone voice is an advantage.
• Must exhibit supreme oral expression and remarkable presentation skills; Highly articulate and eloquent.
• Highly adaptable to dealing with various customer types; exceedingly conversational and inherently engaging; quick-witted.
• Oral comprehension. Strong analytical and problem-solving skills.
• Must have keen attention to details; superb planning, organizational and time-management skills.
• Must be highly confident and effective in talking, dealing, presenting, selling, negotiating with various job levels – from assistants, managers, to business owners and executives across different industries.
• Must have grit or a strong sense of passion and perseverance.
• Self-motivated, resilient, and enthusiastic; Must have a personality and character that can prudently deal with rejection without letting it impact the ability to be successful and exceed own performance results.
• Incentive and money-driven; gets the extra push and motivation through rewards, career enhancement, and skills improvement opportunities.
• Highly confident; can speak through their confidence.
• Superior web navigation and computer skills.
• Ability to multitask; talk, type, not get distracted.
• Highly independent and proactive; can work with minimal supervision and guidance.