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Universal Customer Support Agent Sutherland Rochester,



Any experience




Job Type :




Job category


Customer Service/Call Center

Apply before :


Tue Oct 29, 2019
Posted Date


Fri Sep 13, 2019

Job Summary

Sutherland is seeking a reliable and detail-oriented person to join us as Universal Customer Support Agent. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description


Hiring Event!!

Sutherland will be recruiting “live” on Thursday, October 17th from 2pm - 4pm AND Monday, October 28th from 10am - 12pm at RochesterWorks! located on 255 North Goodman Street, Rochester NY 14607.

If interested, please make sure to come in and meet Sutherland recruiters in person for an opportunity to be pre-screened.


A Universal Customer Care Agent will have prior successful customer care, sales or technical experience in a service environment.

The Customer Care Advocate position will encompass the skills of a billing; voice/video/high speed data/dial-up technical; retention; and inbound telesales agent. The skill sets of these positions will be combined to reduce customer transfers, increase overall customer satisfaction and improve budgetary performance by reducing the number of agents required to answer inbound customer calls. Agents will be expected to handle customer issues regarding pricing and billing in addition to technical issues with our voice/cable/modem and dial-up products. Agents will be expected to transitional sell on each applicable customer call they receive and will be held to upsell/save goals in addition to call center metrics.


  1. Answer inbound customer calls regarding new sales; add-on services; removal of services; billing issues; technical issues; requests to cancel service; retain existing customers; and upsell services to customers as appropriate.

  2. Complete projects as requested by Management Team.

  3. Outbound calls to determine why installations were cancelled, why deposit was not paid, escalations from an install order, contact other departments to rectify a customer’s issue.


  1. New hires will be provided up to 10 weeks of training for this position.

  2. Candidates will have a minimum education of a high school diploma and be comfortable with computers; literate in both verbal and written communications; and ability to multi-task easily.

  3. These positions require individuals who are able to function in a fast-paced sometimes stressful environment.

  4. Successful candidates must be open to and able to function in a changing environment and will be flexible with working hours and days (evenings, weekends and holidays).


  1. Minimum of one year of customer service or technical experience in a service environment is preferred.


  1. Individuals in his position will be expected to transitional sell customers on ancillary services that complement their current services and/or lifestyle.

  2. These sales attempts will primarily be on inbound calls from customers; however, existing customers may be contacted via outbound calls to be educated on product offerings that would be applicable to them.

How to Apply

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