Customer Support Representative

4 weeks ago

Chandler, Arizona, United States Schurz Communications Full time

Orbitel Communications, LLC, is seeking a highly motivated individual to fill the role of Customer Support Specialist.

This position is responsible for providing exceptional sales, billing, retention, and technical assistance to both team members and customers.

The ideal candidate will possess strong problem-solving skills, be able to enhance processes, and ensure high-quality support.

Key responsibilities include:

  • Providing sales, billing, retention, and technical support to team members and customers.
  • Monitoring, reviewing, and scoring customer service calls to ensure quality standards are met.
  • Handling escalated customer issues and resolving them efficiently.
  • Processing orders, managing customer accounts, and updating customer information.
  • Setting and monitoring daily/weekly performance goals for the team.
  • Following up with customers to ensure satisfaction and resolve outstanding concerns.
  • Providing best business practice guidance to the team.
  • Offering outstanding customer service through phone, email, chat, and in-person interactions.
  • Facilitating team building and maintaining positive interdepartmental relationships.
  • Collaborating with dispatch and field teams to address area-specific issues.
  • Promoting quality customer service across all touchpoints (phone, chat, email, text, and social media).
  • Establishing and managing team efficiency using call queue statistics.

Requirements include:

  • 2+ years of experience in customer service or support roles.

Preferred qualifications include:

  • 3+ years of call center leadership experience.

Benefits include:

  • Family medical (3 plans to choose from), dental, and vision.
  • Company-funded HSA.
  • Company-paid short-term disability.
  • Company-paid long-term disability with voluntary option.
  • Company-paid parental leave.
  • Company-paid life, as well as voluntary policies.
  • 401(k) with generous company match.
  • Paid time off.
  • Volunteer paid time off.
  • Paid holidays.

At Schurz Communications, we strive to continuously improve operating performance to ensure sustained growth and dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

This role ensures compliance with company standards by monitoring and measuring customer service interactions.

The ideal candidate demonstrates problem-solving capabilities, enhancing processes and overall support quality.

We believe in giving back to the community and want our employees to have the opportunity to do so.

We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential.

Physical demands include:

  • Regularly required to talk and hear.
  • Required to use hands to type, handle objects, and paperwork.
  • Required to use close vision and be able to focus.
  • Ability to lift 25 lbs.
  • Ability to work while seated for prolonged periods of time.
  • Ability to wear telephone headset for prolonged periods of time.
  • Ability to at times work remotely and independently from satellite office.

This employee generally works in an indoor office environment.

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