Customer Support Representative

The Account Care Agent provides high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal, access, and service-related concerns. The agent investigates the full account context, identifies the underlying customer need, uses sound judgment when information is incomplete, explains findings clearly, and owns the next best action through resolution or a well-managed handoff.

After the customer’s primary concern is understood and appropriately addressed, the agent listens for relevant needs and introduces suitable products, services, or support options through approved Boost and Engage practices. Recommendations must be needs-based, accurate, transparent, and beneficial to the customer.

Responsibilities:

• Review account history, prior contacts, notes, billing and payment activity, subscription details, access status, and open actions before deciding the next step.
• Diagnose and resolve concerns using approved tools, knowledge resources, processes, business judgment, and cross-functional support.
• Connect information across records to distinguish the immediate request from the underlying account issue and prevent avoidable repeat contacts.
• Explain account status, charges, notices, available options, process requirements, ownership, and expected next steps clearly.
• Take end-to-end ownership within role authority. Create complete handoffs, document accurately, and follow escalation or follow-up requirements when another team must act.
• Demonstrate empathy, composure, curiosity, and confidence during billing, collections, cancellation, renewal, and access-related conversations.
• Use critical thinking to work through incomplete, conflicting, or multi-system information without unsupported assumptions or commitments.
• Introduce approved products, features, or services through Boost and Engage when relevant. Resolve or stabilize the service need first, then position the recommendation naturally.
• Communicate professionally across phone, chat, email, and other supported channels and adapt explanations to the customer’s situation.
• Maintain accurate documentation of the issue, research completed, actions taken, ownership, and remaining commitments.
• Use approved AI-enabled tools responsibly to support research, knowledge retrieval, drafting, summarization, or workflow efficiency while validating outputs, protecting customer information, and remaining accountable for the final response or action.
• Observe recurring customer and process pain points, gather relevant examples, raise them constructively to leadership, and contribute practical improvement ideas.
• Meet quality, customer experience, productivity, compliance, and commercial activity expectations while contributing to team learning and continuous improvement.