Experienced Customer Service Agent role will provide professional, courteous, and high-quality customer service by accurately processing customer activation and change requests to their subscription services, answering questions about KVH product offerings, responding to billing inquiries, processing customer payments, provisioning services, presenting customers with upgrade opportunities, and other general customer service duties.  Full time, remote position.

• Consistently provide excellent customer service that exceeds customer expectations and promotes customer retention.
• Learn, understand, retain and demonstrate product/process knowledges.
• Provide recommendations to potential and existing customers with available service offerings to include upgrade opportunities
• Provision customer KVH systems via online systems/databases and based on internal processes, including written correspondence regarding activation confirmation information.
• Closely follow established department work instructions to maintain order and account accuracy.
• Assist in maintaining data integrity with participation in data management audits and reconciliations.
• Exceed Airtime Services established quality and service metrics.

Required:

• Fluent in verbal and written English
• Leadership experience amongst a global support team
• Minimum of 3 years working with a Satellite Internet provider  
• 3+ years Customer Service and/or Data Entry Experience
• Proficient in Microsoft Office suite

Recommended:

• Associate’s degree or higher preferred.
• Flexibility to work varying and changing shifts
• Organized and detail oriented
• Adaptable to process, policy, and other changes as part of a dynamic environment
• Strong, professional customer support skills, including strong verbal and written communication skills