Client / Customer Care Rep

Access One is a business technology services and communications provider, dedicated to world‑class technologies and an award‑winning client experience. Our custom‑tailored solutions can be delivered modularly or as a complete, end‑to‑end service, providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud‑based services. This position is responsible for providing phone‑based customer support to Access One’s existing customer base. Client Care Representatives will assist customers with account inquiries, facilitate move, add, and change orders, and open trouble tickets. In addition, Client Care Representatives are responsible for Tier I troubleshooting for VOIP services, VoIP changes, online chats, inbound email communications, and Lucent and Metaswitch updates.

Answer telephone inquiries, online chats and emails from customers in a timely and professional manner

Provide quality service to Access One customers by responding to customer needs and inquiries, and initiating the resolution of problems in specific areas. Perform data entry into the appropriate systems to document customer complaints and steps taken to address issues

Correspond with customers and other company departments to obtain facts regarding customer inquiries/complaints

Help to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer service

Conduct VOIP changes in Metaswitch (Network Switch)

Provide trouble ticket status upon request of the customer

Ensure follow‑up with customers on all requests and concerns

Bachelor's degree preferred

Customer Service, Call Center, and/or Telecom experience is highly desirable

Ability to manage difficult or emotional customer situations, respond promptly to customer needs and solicit customer feedback to improve service

Contribute to building a positive team, build morale and commitment to goals and objectives

Look for ways to improve and promote quality

Proficiency in the Microsoft Suite

Scheduling flexibility to cover shifts while peers are utilizing PTO

Compr ehensive benefits: health, dental, vision

Flexible work environment

Hybrid 3 days in office/2 days remote if you are within commuting distance to our Chicago office

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local la ws.

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