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Cellcom Repair Customer Care Specialist

4 months ago

Green Bay, United States Nsighttel Full time

** Position Description**

**Cellcom Repair Customer Care Specialist** Location **Cellcom (Bellevue) - Green Bay, WI** Employment Type **Full time** ***Cellcom is currently looking for a Repair Customer Care Specialist to join our team in Bellevue, WI.***

***Cellcom*** is an innovative wireless company that provides nationwide service for its customer base throughout Wisconsin and Michigan, with more than 50 retail and agent locations. Cellcom is respected for its long-standing reputation of delivering extraordinary customer care, being a strong community partner, and for its renowned network, which is customized to its rural markets. As a subsidiary of Nsight, Cellcom is part of a family of companies offering complete telecommunications services.

*The **Repair Customer Care Specialist** will provide Stellar Service to all customers via face-to-face, telephone and email in order to build long-term relationships while striving to meet high service levels and quality expectations. Do the right thing and create win/win outcomes while adhering to company policies and procedures as appropriate. Provide a welcoming environment to customers throughout the day, keeping in mind the last customer deserves the same level of service as the first customer of the day. Greet customers and provide periodic updates during their wait. Perform Level 1 troubleshooting of voice and data services and answer questions about the operation of handsets and accessories. Also, answer questions regarding AppleCare+ coverage, handset protection, return policy, etc. Provide assistance to customers when appropriate to back-up content on their device.*

**Responsibilities & Duties:**

1. Greets walk-in customers. Greets customers in a timely and friendly manner. Attempt to identify the real problem by asking questions, while demonstrating patience and understanding in all interactions.

2. Services and troubleshoots walk-in customers. Opens appropriate trouble ticket, performs basic equipment testing, minor repairs and problem solving such as testing batteries, downloading software and application files to ensure the phone is working properly for data, etc. If problem is still not resolved, forward to the appropriate technician for analysis.

3. Performs post-repair activities. Updates trouble ticket with work completed and appropriate customer interaction; maintains accurate records, returns equipment to customers and gets loaners back; reactivates the customers phone, etc.

4. Verify internal watermarks are not triggered on iPhones.

5. Perform diagnostic testing on iPhones when the issue is battery or app related.

6. Provide assistance to customers when they need to back-up their data. Provide instructions to customer for content back-up. Explain how to perform restores on iPhones.

7. Loaner phones. Sets up loaner phones for customers as needed or requested by Repair Technicians, including activation and programming. Makes sure that all loaner stock is in good working condition, e.g. operational, clean, personal information removed, sanitized and batteries charged.

8. Performs additional administrative duties. Answers calls, processes point of sale transactions, performs daily deposit, completes device certifies, etc.

9. Continuous education. Continues learning about new equipment, accessories, procedures, and our industry.

10. Performs additional related duties as requested or required.

**Requirements:**

* Four-year high school education required.

* Associate degree preferred.

* In addition, must have three years customer service experience, preferably in a face-to-face environment dealing with potentially upset customers.

* Wireless phone use experience is required.

* Computer knowledge required.

Recruiter contact: allison.hall@nsight.com

*Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.*

*If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at recruiting@nsight.com.*

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