Customer Service Associate I, II, or III

2 weeks ago

Belton, Texas, United States Grande | RCN | Wave Full time
Retail Customer Care Representative I, II, or III

Location: Seattle, WA

Grande | RCN | Wave, a prominent player in the telecommunications sector, is seeking dedicated individuals to enhance our customer service team. We pride ourselves on delivering innovative technology and communication solutions, and your contributions are vital to our success. We offer comprehensive training, a nurturing work environment, and the chance to represent a leading telecommunications provider.

Our extensive benefits package includes rewards, recognition, and employee discounts to support your professional journey. With us, you will be empowered to excel and create remarkable opportunities for local communities and beyond.

Position Overview:
We are currently looking for a Retail Customer Care Representative I, II, or III to join our team. This role involves delivering exceptional, courteous, and timely customer service while addressing customer inquiries and requests, including order processing, service inquiries, billing questions, and troubleshooting, while adhering to retail cash handling procedures. Customer interactions primarily occur in person.

Key Responsibilities:
  • Accurately calculate and communicate adjustments, balances, and rates while addressing customer inquiries and complaints.
  • Process payments, including those made at off-site locations.
  • Manage inventory by retrieving equipment from dropboxes.
  • Possess comprehensive knowledge of all products and pricing to effectively recommend and sell services.
  • Verify billing and payment addresses.
  • Strive to meet service goals and deadlines to fulfill customer commitments efficiently and pleasantly.
  • Other assigned duties as necessary.
  • Welcome customers, actively listen, ask pertinent questions, and address their telecommunications needs.
  • Explain, demonstrate, and sell products and services tailored to customer requirements.
  • Share information about current promotions and offers, and identify opportunities for new services based on customer needs.
  • Assess customer satisfaction and take necessary steps to ensure a positive experience.
  • Utilize billing systems and marketing tools to resolve customer inquiries effectively.
  • Process service changes, installations, and disconnections in accordance with company policies.
  • Handle customer payments, issue receipts, and maintain accurate cash drawer balances.
  • Document sales progress and productivity efficiently.
  • Maintain a clean and professional appearance while respecting customers, colleagues, and company property.

Qualifications:
  • Outgoing, friendly, and enthusiastic demeanor.
  • Strong interpersonal skills to connect with customers, peers, and management respectfully.
  • Minimum of three years of relevant experience, including at least one year in cash handling.
  • Basic PC skills and familiarity with standard office equipment.
  • Effective verbal communication and listening skills to resolve customer issues.
  • Ability to write legibly and perform basic mathematical calculations.
  • Willingness to learn about cable and data products/services and stay updated on industry trends.
  • Proven problem-solving abilities and sound judgment.
  • Telecommunications experience is a plus, but training will be provided for motivated candidates.

Education and Certifications:
  • High school diploma or equivalent.
  • Bilingual in Spanish is preferred.

Physical Requirements:
  • Ability to lift up to 40 pounds occasionally.
  • Prolonged periods of sitting and standing.

Benefits:
  • 401k retirement plan with employer matching.
  • Comprehensive insurance options, including medical, dental, vision, life, and short-term disability.
  • Paid Time Off/Vacation starting at 80 hours annually, increasing with tenure.
  • Floating holiday of 40 hours per year.
  • Seven paid holidays annually.
  • Paid sick leave in accordance with state and local laws.
  • Tuition reimbursement program.
  • Employee discount program.

Our Commitment:
Grande | RCN | Wave is an Equal Opportunity Employer dedicated to fostering a diverse, equitable, and inclusive workplace. We value and respect all employees and applicants, ensuring that discrimination of any kind has no place in our organization. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

CCPA Employee Privacy Policy (For California Candidates Only):

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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