Responsible for handling a large volume of inbound phone calls regarding cellular service and strives to provide one-call resolution" for problems and irregularities identified by customers. Provides feedback to the company as to ways to improve efficiency and customer service.




Responsibilities



Responds to inbound customer calls in a professional manner, addressing customer issues, assuring that market quality standards are met.

Researches and resolves a wide variety of customer questions/issues.

Handles multiple tasks (i.e. talking with customers while accessing information and/or input in computer).

Adapts to the needs of individual caller (i.e. dissatisfied, first-time users, etc).

Offers alternatives and options to satisfy customer concerns.

Recognizes opportunities to offer enhanced services (i.e. accessories or calling features).

Provides customers timely and accurate information reflecting a positive and customer oriented image of the organization.

Maintains a courteous and pleasant demeanor while speaking with external and internal customers.

Achieves individual performance goals targeted by the organization.

Processes customer requests and where applicable, processes credits/adjustments to customer accounts.

Enters comments on customer contacts and follow-up dates where required.

Assists in other tasks as needed or assigned.





Qualifications



High school diploma or state equivalency certification required; college degree preferred.

Minimum of two years customer service experience in a high volume telephone contact environment with resolution of complaints or inquiries preferred.

Cellular experience preferred.

Experience with Windows-based PCs, including general office software knowledge required.

Ability to remain flexible and adaptable in a fast-paced environment required.

Effective organizational and interpersonal skills required.

Excellent verbal and written communication skills required.

Available to work 4 weekdays and 1 weekend day from 2pm and 11pm shift required.