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Liberty PR

Service Center CSSR

Puerto Rico Category: Consumer Sub-Category: Contact Center
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Company Values

Our success depends on our people. What connects us, unites us and makes us ‘us’ is the passion and pride we have for creating moments that matter for our customers. So, wherever you choose to start your career at Liberty Latin America, we’re all guided by a shared vision, philosophy and principles that enable us to bring our culture to life. We do it the best and we do it with spirit.

  • Risk taking We’re empowered to take risks for our customers and each other. Making mistakes is OK.
  • Respectful We treat others like we want to be treated. It is nice to be important, but it is more important to be nice.
  • Honest We’re honest with others but, more importantly, we are honest with ourselves.
  • Hardworking We work hard for our customers, colleagues and investors.
  • Disciplined We’re consistent and we measure our performance. Commitments matter to us.

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Quote

What I love about our culture is the opportunities we create for our employees to grow their careers with us and the passion we have for growth. I love seeing people stretch and challenge themselves, working outside of their comfort zone and flourishing as a result. Doing great things for their self development, their families, our business and our customers.

Kerry Scott, Chief People Officer

Job Description

Who We Are?

We are the leading telecommunications company, connecting more than 40 markets in Latin America and The Caribbean with our video, broadband internet, telephony and mobiles services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

What´s the role?

Summary:

Manage customer claims and resolve accurately, up sell services and offer automatic payment options. Offer services in a timely and professional manner. Acquire necessary information for resolution of transactions. Advance to supervisors any situation needed to be resolved at that level.

Essential Duties and Responsibilities include, but are not limited to, the following:

  • Provides prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Records information as needed or required.
  • Sells services to new customers and offer additional services to existing customers.
  • Retain and attempt to save customer requesting disconnection or downgrade of services. Advance to a supervisor, leader, or manager any case that was unsuccessful in retaining.
  • Attracts potential customers by answering product and service questions, suggesting information about other products and services.
  • Opens customer accounts by recording account information.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer happiness is maintained.
  • Provide timely and accurate information to incoming customer order status and product knowledge requests.
  • Exceeds, improves, or maintain minimum sales standards as required.
  • Demonstrates courtesy and patience in customer relations.
  • Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment trough a CSR over the phone.
  • May perform follow-up on installation/service quality, greet walk-in customers.
  • Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
  • Other functions may be assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Skills you'll Use Every Single Day:

  1. Resourcefulness & Flexibility
  2. Creativity and Innovation
  3. Customer Focus
  4. Initiative
  5. Company Ambassadorship
  6. Integrity and Ethics
  7. Learning Orientation
  8. Results Orientation
  9. Quality Orientation
  10. Collaboration

Job Competencies:

To perform the job successfully, an individual should demonstrate the following proficiencies:

  1. Problem Solving
  2. Customer Focus
  3. Verbal Communication
  4. Attention to detail
  5. Accountability
  6. Influence and Persuasion

Education and/or Experience:

Associate degree.

Two years of experience in Customer Service, preferable in Telecommunications field.

Other Qualifications:

  • Good communication and interpersonal skills.
  • Basic personal computer skills are necessary, including Windows programs and the ability to maneuver between multiple screens quickly; multi-task keyboarding experience required.
  • A general knowledge of clerical routines and use of office equipment.
  • Ability to interact positively with the public, either on the telephone or in personal contact.
  • Strive to maintain phenomenal level of confidentiality and work with highly sensitive data and information.
  • Bilingual (Spanish and English).
  • Data Entry experience.
  • Computer-literate, knowledge in Microsoft Office.
  • Customer Focus and service oriented.

Physical Demands: The physical demands described here are representative of those that need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is regularly required to sit, frequently required to walk, and occasionally required to stand. Also occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level is usually quiet.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Applying here

We want to make your application process as simple and streamlined as possible.
Here’s what you can expect when you apply:

  • 1. Your initial application

    Once you’ve found a job that’s right for you, follow the instructions on screen and submit the information required.

  • 2. Our first review

    One of our Talent Acquisition Consultants will review your application and reach out to you if we think you’re a good fit.

  • 3. Your interview

    We’ll arrange a time for us to meet virtually or in person. Depending on the role and market, there may be more than one interview.

  • 4. Job offer

    If you’re successful in the interview process, we’ll get in touch with you to make a job offer.

  • 5. Onboarding

    If you accept our offer, we’ll arrange a date for you to join the team, with an onboarding session taking place in your first few weeks at the company.

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