About Company
Sky Group is a leading media and entertainment company, recognized globally for innovation and excellence across Europe. While our primary operations are based internationally, our commitment to delivering exceptional customer experiences and groundbreaking services is universal. We are renowned for pioneering quality content, cutting-edge technology, and connecting millions of customers to the best entertainment, sports, news, and broadband services. We foster a dynamic and inclusive environment where talent is nurtured, and career growth is actively encouraged. Joining Sky Group means becoming part of a global brand that values its people and strives for excellence in every interaction, ensuring our customers always receive the very best.
Job Description
As a Sky Call Center Agent based in Altoona, Iowa, you will be the frontline voice of our brand, playing a pivotal role in ensuring an outstanding customer experience for our valued clientele. You will primarily handle inbound calls, addressing a wide array of customer inquiries, technical support issues, and service requests related to our dynamic range of entertainment, broadband, and communication products. This is a dynamic role where every call presents a unique opportunity to connect with customers, resolve their challenges efficiently, and leave them feeling valued and satisfied. You will be responsible for providing accurate and timely information, effectively troubleshooting problems, and offering solutions that enhance our customers’ daily lives.
We are looking for individuals who are passionate about helping people, possess excellent communication skills, and thrive in a fast-paced yet supportive environment. You’ll receive comprehensive, paid training that will equip you with the deep knowledge and sophisticated tools needed to expertly navigate our systems and provide accurate, helpful solutions. Your ability to empathize with customers, listen actively to their needs, and articulate complex information clearly and concisely will be key to your success. This role is more than just answering calls; it’s about building lasting relationships, proactively solving problems, and contributing significantly to Sky Group’s global reputation for exceptional service and customer satisfaction. If you are a natural communicator with a strong desire to make a positive impact and grow your career within a leading international company, we encourage you to apply and become an integral part of our customer-focused team.
Key Responsibilities
- Answer inbound customer calls promptly and professionally, providing accurate information and resolving inquiries.
- Diagnose and troubleshoot technical issues related to services (e.g., broadband, TV, phone) with a focus on first-call resolution.
- Process service requests, including upgrades, downgrades, billing adjustments, and account updates.
- Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
- Educate customers on product features, service benefits, and promotional offers to enhance their overall experience.
- De-escalate challenging customer situations with patience, professionalism, and a problem-solving mindset.
- Collaborate effectively with team members and supervisors to continuously improve service delivery and customer satisfaction.
- Adhere strictly to company policies, procedures, and service level agreements, ensuring compliance with all regulatory standards.
Required Skills
- Excellent verbal and written communication skills with a clear and articulate phone presence.
- Strong active listening skills and proven problem-solving abilities.
- Proficiency in basic computer applications and the ability to navigate multiple systems simultaneously.
- Ability to work effectively and maintain composure in a fast-paced, customer-focused environment.
- Genuine empathy and a sincere desire to help customers.
- High school diploma or equivalent.
- Reliable attendance and punctuality are essential.
Preferred Qualifications
- Previous experience (6+ months) in a call center, customer service, or hospitality role.
- Familiarity with telecommunications products and services (e.g., internet, television, phone).
- Experience with CRM software and ticketing systems.
- Ability to adapt quickly to new technologies and processes.
- A positive attitude and a strong team-player mindset.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) and company holidays.
- 401(k) retirement plan with attractive company match.
- Extensive paid training program and ongoing professional development opportunities.
- Employee assistance program (EAP) for personal and professional support.
- Clear pathways for career advancement within a global organization.
- Positive, inclusive, and supportive work environment that values diversity.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter. Please ensure your application highlights your customer service experience, your communication strengths, and your passion for helping others. We look forward to reviewing your application!