Customer Service Representative

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com , or follow 8x8 on LinkedIn , Twitter , and Facebook .

As a member of the Global Customer Success & Service, Elite Services Group you will use our system tools to identify and proactively reach out to customers in an effort to increase customer satisfaction, foster product adoption, identify new opportunities, reduce churn, and increase service renewals. The ideal candidate will have established customer service experience, must be a self-starter, results-driven individual, with strong interpersonal skills who adapts well to a fast-paced environment, providing a high degree of service and responsiveness to our customer and business needs.

Responsibilities

• Analyze customer usage patterns, renewal history, and support cases to identify customers that may require outreach
• Assist customers in increasing product knowledge and adoption
• Make recommendations on service upgrades
• Identify potential opportunities requiring Account Manager outreach
• Work proactively increasing 8x8 customer retention
• Work with Renewals Team to Negotiate service agreements with existing customers
• Partner with the Technical Support teams to drive resolution of escalated support cases
• Document all customer interactions within 8x8 customer record system
• Establish and maintain strong relationships with internal departments
• Work independently and be proactive
  
  

Skills Requirement

• At least 3 years of experience in a "Free-form" customer service environment
• Salesforce experience is a must
• Strong interpersonal communication skills
• Excellent written and verbal communication skills
• Works well under pressure
• Ability to take initiative, work efficiently and effectively
• Has passion around solving complex problems
• Ability to skillfully manage multiple tasks
• Ability to foster teamwork
• Excellent organizational and time management skills
• Excellent attention to detail
• Excellent probing and analytical skills
• Ability to navigate through the 8x8 organization
• Intermediate knowledge of PowerPoint and Excel
• College degree preferred, but not required
  
  

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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