Customer Service Representative

4 weeks ago

Burlington, Vermont, United States Cellular Sales Full time

Job Overview

The Customer Service Representative will provide ongoing support to our sales force by conducting research, preparing reports, and handling information requests. This role involves assisting in various areas to maintain functioning work processes. The ideal candidate will be able to communicate and work with multiple areas of the organization, including Sales Consultants, customers, and leadership. Flexibility to support changing priorities and needs is essential.

About Us

At Cellular Sales, we prioritize building a family-like culture, offering a competitive compensation package, a defined career path, and an industry-leading training and development program. We strive to provide an unparalleled experience for our customers, and we expect the same from our team members. As the recognized market leader in mobile technology consulting, we are committed to innovation and excellence.

In this Role

  • Accept, resolve, and/or escalate customer calls and/or manage 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

  • High School diploma or equivalent required.
  • Proficiency in Excel highly preferred.

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

Knowledge

  1. Clerical Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology.
  2. English Language Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

Skills

  1. Active Listening: Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  2. Service Orientation: Actively looking for ways to help people.
  3. Coordination: Adjusting actions in relation to others' actions.
  4. Time Management: Managing one's own time.
  5. Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  6. Monitoring: Monitoring/Assessing performance of oneself to make improvements or take corrective action.
  7. Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
  8. Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.
  9. Dealing with Multiple Personality Types: Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals.

Abilities

  1. Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
  2. Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  3. Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to the job. Able to learn and work fluidly in new systems as the job demands.
  4. Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time-sensitive situations and act accordingly.
  5. Performing Administrative Activities: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
  6. Importance of Being Exact and Accurate: The ability to be very exact or highly accurate in performing daily duties.

AAP/EEO Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Classification, Compensation & Benefits

The classification is Non-Exempt. Your pay will be based on your skills and experience ($20-$25 (hourly + commission)). Talk with your Talent Acquisition Partner to learn more. Cellular Sales offers the following benefits: medical, dental, vision, 401(k), sick days, short-term disability, long-term disability, flexible savings accounts, paid holidays, and life insurance.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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