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Customer Care - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | 1580 Mid Valley Dr De Pere, Wisconsin |
About this job
Company Summary:
Nsight, parent company of Cellcom, Nsight Telservices, and Nsight Tower wants YOU to join our team!
Our family of companies provides wireless, business and residential local service, long distance, internet, web hosting and tower erection and maintenance services in the Midwest. Our green initiatives, commitment to customer service and local philanthropic efforts make us an employer of choice in the state of Wisconsin. We're looking for individuals who are driven, enthusiastic and care about our community. More importantly, we like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.
IMPORTANT NOTE:
Full time candidates will train M-F 8:30am-4:30pm during the first 8 - 12 weeks. Upon completion of training, new full time reps must be available to work a 1:30pm-10pm shift or a 1:30pm-10:00pm shift. Full time candidates must also work 2 full weekends per month.
Regular department hours are M-F 6:30am-10pm, Sat and Sun 7:30am-9pm.
The starting wage is competitive- Training pay is $13.25 per hour and once released to the floor pay is increased to $14.00/hour.
Job Summary:
Provides "Stellar Service" to all prospective and current customer's telephone, written or face-to-face inquiries in an effort to build long term relationships while striving to meet department service level and quality expectations. Does the right thing and creates "win/win" outcomes while adhering to company policies and procedures as appropriate. Ensures customers are on the most appropriate active rate plan and features. Works to increase revenue through sale of additional features, products and to increase the number of customers under contract through upgrade efforts. Performs level 1 troubleshooting of voice and data service issues, and answers questions about the operation of handsets and accessories, billing issues, products, and procedures.
Responsibilities & Duties:
1. Provides "Stellar Service" to all prospective and current customer's telephone, written or face-to-face inquiries in an effort to build long term relationships while striving to meet individual and department goals.
2. Owns the customer experience and strives for first call resolution.
3. Does the right thing for customers and creates "win/win" outcomes, while adhering to company policies and procedures as appropriate.
4. Provides complete and accurate information regarding billing, roaming, coverage or equipment problems, rate plans, promotions, voicemail, customer service, paging, insurance, text messaging, other features and products we offer our customers, etc.
5. Uses each interaction with a customer as a proactive opportunity to gain the customer's long-term loyalty and financial commitment to us as well as advising them of our new offerings (products, etc.) and opportunities. Reviews customer's account on each call to be sure they are on the most cost-effective plan and features. Offers upgrades to eligible customers.
6. Performs level 1 troubleshooting and problem solves customer issues.
7. Complete all appropriate follow up activities, including but not limited to documenting all calls, bill analysis, entering comments or changes into the system, opening trouble tickets, written correspondence, data entry, ensuring accounts have correct billing option, and appropriate policies adhered to.
8. Performs special projects/tasks as assigned including but not limited to, seasonal suspends, stolen phones, "Anser" call backs, address updates and other special projects or tasks.
9. Maintains appropriate call logs, timesheets and attendance records.
10. Seeks continuous learning and personal growth opportunities. Enhances knowledge of rate plans, cellular phones and accessories, product, service offerings and features as well as Stellar Service skills.
11. Participates as a team player, positively contributing to the team environment.
12. Offers ideas for continuous process improvement.
13. Performs additional responsibilities as requested or required.
Requirements:
High School Diploma or equivalent; Associate Degree preferred. In addition, must have three year's experience in customer service, sales or telemarketing role. Cellular phone use essential.
Nsight, parent company of Cellcom, Nsight Telservices, and Nsight Tower wants YOU to join our team!
Our family of companies provides wireless, business and residential local service, long distance, internet, web hosting and tower erection and maintenance services in the Midwest. Our green initiatives, commitment to customer service and local philanthropic efforts make us an employer of choice in the state of Wisconsin. We're looking for individuals who are driven, enthusiastic and care about our community. More importantly, we like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.
IMPORTANT NOTE:
Full time candidates will train M-F 8:30am-4:30pm during the first 8 - 12 weeks. Upon completion of training, new full time reps must be available to work a 1:30pm-10pm shift or a 1:30pm-10:00pm shift. Full time candidates must also work 2 full weekends per month.
Regular department hours are M-F 6:30am-10pm, Sat and Sun 7:30am-9pm.
The starting wage is competitive- Training pay is $13.25 per hour and once released to the floor pay is increased to $14.00/hour.
Job Summary:
Provides "Stellar Service" to all prospective and current customer's telephone, written or face-to-face inquiries in an effort to build long term relationships while striving to meet department service level and quality expectations. Does the right thing and creates "win/win" outcomes while adhering to company policies and procedures as appropriate. Ensures customers are on the most appropriate active rate plan and features. Works to increase revenue through sale of additional features, products and to increase the number of customers under contract through upgrade efforts. Performs level 1 troubleshooting of voice and data service issues, and answers questions about the operation of handsets and accessories, billing issues, products, and procedures.
Responsibilities & Duties:
1. Provides "Stellar Service" to all prospective and current customer's telephone, written or face-to-face inquiries in an effort to build long term relationships while striving to meet individual and department goals.
2. Owns the customer experience and strives for first call resolution.
3. Does the right thing for customers and creates "win/win" outcomes, while adhering to company policies and procedures as appropriate.
4. Provides complete and accurate information regarding billing, roaming, coverage or equipment problems, rate plans, promotions, voicemail, customer service, paging, insurance, text messaging, other features and products we offer our customers, etc.
5. Uses each interaction with a customer as a proactive opportunity to gain the customer's long-term loyalty and financial commitment to us as well as advising them of our new offerings (products, etc.) and opportunities. Reviews customer's account on each call to be sure they are on the most cost-effective plan and features. Offers upgrades to eligible customers.
6. Performs level 1 troubleshooting and problem solves customer issues.
7. Complete all appropriate follow up activities, including but not limited to documenting all calls, bill analysis, entering comments or changes into the system, opening trouble tickets, written correspondence, data entry, ensuring accounts have correct billing option, and appropriate policies adhered to.
8. Performs special projects/tasks as assigned including but not limited to, seasonal suspends, stolen phones, "Anser" call backs, address updates and other special projects or tasks.
9. Maintains appropriate call logs, timesheets and attendance records.
10. Seeks continuous learning and personal growth opportunities. Enhances knowledge of rate plans, cellular phones and accessories, product, service offerings and features as well as Stellar Service skills.
11. Participates as a team player, positively contributing to the team environment.
12. Offers ideas for continuous process improvement.
13. Performs additional responsibilities as requested or required.
Requirements:
High School Diploma or equivalent; Associate Degree preferred. In addition, must have three year's experience in customer service, sales or telemarketing role. Cellular phone use essential.
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