Customer Support Specialist

4 weeks ago

League City, Texas, United States Cellular Sales Full time

About the Role

The Consumer Support Representative will provide ongoing support to our sales force by conducting research, preparing reports, and handling information requests.

Responsibilities include:

  • Assisting in several areas to maintain functioning work processes
  • Communicating and working with multiple areas of the organization, including Sales Consultants, customers, and leadership
  • Being flexible to support changing priorities and needs

About Us

At Cellular Sales, we believe our most important customers are those working on our team.

We are intentional about building a family-like culture, offering a competitive compensation package, a defined career path, and an industry-leading training and development program.

We are now the recognized market leader in mobile technology consulting and are relentless in our pursuit to set the bar even higher.

Key Responsibilities

The Consumer Support Representative will:

  • Accept, resolve, and/or escalate customer calls and/or manage the documentation and follow-up processes
  • Accept, resolve, and/or appropriately escalate Sales Representatives' issues/complaints
  • Coordinate and supply necessary documentation within online reporting trackers as needed
  • Utilize internal systems to access and research customer accounts and history
  • Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as follow-up actions taken
  • Consistently follow up to ensure that appropriate changes were made/actions were taken to resolve customers' problems
  • Determine credits or charges for services rendered and collect payments or arrange for billing
  • Refer unresolved customer grievances to designated departments for further investigation
  • May review insurance policy terms to determine whether a particular loss is covered by insurance
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Requirements

The ideal candidate will have:

  • A High School diploma or equivalent
  • Proficiency in Excel highly preferred

Knowledge, Skills, and Abilities

The Consumer Support Representative will possess:

  • Clerical knowledge, including administrative procedures, systems, and terminology
  • English language knowledge, including grammar, composition, and vocabulary
  • Active listening skills, including the ability to understand and respond to customer inquiries
  • Service orientation, including the ability to provide excellent customer service
  • Coordination skills, including the ability to adjust actions in relation to others' actions
  • Time management skills, including the ability to manage one's own time
  • Social perceptiveness, including the ability to understand and respond to customer needs
  • Monitoring skills, including the ability to assess and improve performance
  • Active learning skills, including the ability to understand and apply new information
  • Deductive reasoning skills, including the ability to apply general rules to specific problems
  • Problem sensitivity, including the ability to recognize and respond to problems
  • Organizing, planning, and prioritizing work skills, including the ability to develop and implement plans

Benefits

Cellular Sales offers a competitive compensation package, including medical, dental, vision, 401(k), sick days, short-term disability, long-term disability, flexible savings accounts, paid holidays, and life insurance.

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