Tracie Roberts

Communicates with Customers by telephone to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.

Finalize sales of flights, sell ancillary products, confirms reservations and provides information regarding ticket purchases with fare rules.

Answer customers inquiries regarding flight arrivals, delays, cancellations and flight irregularities.

Assist customers with questions regarding their frequent flier account.

Use judgment and decision making skills.

• Handles in bound calls coverage a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing inquires.
• Responds to inbound customer calls and assists customers face-to-face in the front office as needed.
• Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.
• Maintain and sustain all Sparklight Communications' CSR performance expectations as related to Quality Assurance, scorecard metrics (such as Availability, Talk Time, etc), attendance and one-call resolution.
• Maintains working knowledge of all Sparklight products, services and their features.

• Processed customer transactions efficiently using point-of-sale systems.
• Assisted customers with product inquiries.
• Collaborated with team members to streamline checkout procedures and enhance customer experience.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

• Responsible for providing Customer Service to people desiring to travel by determining and recommending the service that meets the Customers' needs.
• Communicates with Customers by telephone to furnish information regarding fares, schedules, routings, flights and availability of space for travel on Southwest Airlines.
• Finalizes sales of Southwest Airlines flights, sells ancillary products, confirms reservations and provides information regarding ticket purchase with fare rules.
• Answers Customers inquiries regarding flight arrivals, delays, cancellations, flight irregularities and information on lost or delayed baggage.
• Works in a highly organized and restrictive environment within established guidelines, procedures and performance standards. Must meet Metrics set by the Department.
• Demonstrates respect, sensitivity and concern for Customers' needs with a professional and pleasant attitude.
• Use judgment and decision making skills to resolve common Customer issues.
• Experience with working remotely within the past year and a half.