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Customer Support Specialist
2 months ago
Position Title: Call Center Representative
Department: Customer Service | Business Development
Role Summary: The Call Center Representative plays a vital role in supporting our sales team by performing research, generating reports, and managing information requests. This position requires collaboration across various departments, including Sales Consultants, customers, and management, to ensure smooth operational processes. Adaptability to shifting priorities and demands is essential.
About Cellular Sales: At Cellular Sales, we prioritize our team members as our most valuable customers. We are committed to fostering a family-oriented culture, providing a competitive compensation package, a clear career trajectory, and an industry-leading training and development program. We believe that our employees must receive an exceptional experience to deliver the same to our customers. As the leading provider in mobile technology consulting, we continuously strive to elevate our standards. Our culture of collaboration, innovation, and trailblazing efforts drives our success, and we seek individuals who are eager to contribute to a meaningful legacy.
Key Responsibilities:
- Handle incoming customer calls, addressing inquiries and resolving issues or escalating them as necessary.
- Assist Sales Representatives by managing their concerns and complaints effectively.
- Maintain accurate documentation within online reporting systems as required.
- Utilize internal databases to research customer accounts and histories.
- Engage with customers via phone to provide detailed information about our products and services.
- Document customer interactions meticulously, noting inquiries, complaints, and follow-up actions taken.
- Ensure consistent follow-up to verify that appropriate actions were taken to resolve customer issues.
Desired Qualifications:
- Accountability: Taking ownership of responsibilities to prevent and solve problems proactively.
- Customer Orientation: Understanding and prioritizing the needs of both internal and external customers.
- Effective Communication: Conveying ideas and information clearly and effectively.
- Problem-Solving Skills: Identifying and addressing issues of varying complexities with minimal guidance.
- Team Collaboration: Contributing positively to team dynamics and working cohesively towards shared goals.
- Written Communication: Producing clear, well-structured, and grammatically correct reports and documents.
Education and Experience:
- High School diploma or equivalent is required.
- Proficiency in Excel is highly preferred.
Additional Skills and Abilities:
- Active Listening: Fully engaging with others to understand their points and responding appropriately.
- Service Orientation: Actively seeking ways to assist others.
- Time Management: Effectively managing one’s own time and priorities.
- Social Awareness: Recognizing and understanding the reactions of others.
- Monitoring: Assessing one’s own performance for improvement.
- Learning Agility: Adapting to new information for effective problem-solving.
Work Environment: This position is classified as Non-Exempt. Compensation will be based on skills and experience. Cellular Sales offers a comprehensive benefits package, including medical, dental, vision, 401(k), paid time off, and life insurance.
