Customer Care Specialist

Job Overview

The Customer Care Specialist will play a crucial role in supporting our sales team by conducting research, preparing detailed reports, and managing information requests. You will assist various departments to ensure smooth work processes and effectively communicate with Sales Consultants, customers, and management. Adaptability to changing priorities and needs is essential.

About Us

At Cellular Sales, we prioritize our team members above all. We embrace a family-like culture and offer a competitive compensation package, clear career paths, and an outstanding training and development program. We are committed to fostering an environment in which our employees can thrive, ensuring that they can, in turn, provide exceptional service to customers. As a recognized leader in mobile technology consulting, we are dedicated to continuous improvement and innovation. We want to hire individuals who are passionate about making a meaningful impact within our organization.

In this role, you will:

• Manage customer calls to resolve issues and document processes efficiently.
• Address and escalate Sales Representatives' concerns appropriately.
• Maintain and provide necessary documentation within online reporting systems.
• Utilize internal databases to research customer accounts and histories.
• Assist customers over the phone by providing product information, handling cancellations, and addressing complaints.
• Document customer interactions, inquiries, and resolutions accurately.
• Conduct follow-ups to ensure customer issues are resolved satisfactorily.
• Determine service credits and charges and manage billing procedures.
• Refer complex grievances to relevant departments for further action.
• Review claims and inform customers of investigation results or necessary adjustments.

What we are looking for:

• Accountability: Taking responsibility for actions to prevent issues and solve problems effectively.
• Customer Focus: Understanding and prioritizing the needs of both internal and external customers.
• Oral Communication: Clearly expressing ideas and information to others.
• Problem Solving: Identifying issues and developing solutions with minimal guidance.
• Teamwork: Collaborating effectively with team members towards common goals.
• Written Communication: Creating clear, well-structured reports and documents.

Required Education and Experience

• High School diploma or equivalent required.

Preferred Education and Experience

• Proficiency in Excel is highly preferred.

Additional Qualifications

Knowledge:

1. Familiarity with clerical procedures, administrative systems, and office terminology.
2. Understanding the English language, including spelling, grammar, and composition rules.

Skills:

1. Active Listening: Fully concentrating on what others say and understanding their points.
2. Service Orientation: Proactively seeking ways to assist others.
3. Coordination: Adjusting actions in relation to others’ actions.
4. Time Management: Organizing and managing one’s own time effectively.
5. Social Perceptiveness: Being aware of and understanding others' reactions.
6. Monitoring: Evaluating one’s own performance for improvement.
7. Active Learning: Applying new information to current and future problem-solving.
8. Conflict Resolution: Effectively handling complaints and resolving disputes.
9. Managing Diverse Personalities: Maintaining professionalism in challenging interactions.

Abilities:

1. Deductive Reasoning: Applying general rules to specific problems for logical solutions.
2. Problem Sensitivity: Recognizing potential issues before they arise.
3. Keeping Updated: Staying current with relevant knowledge and adapting to new systems.
4. Organizing Work: Effectively planning and prioritizing tasks to meet deadlines.
5. Performing Administrative Tasks: Managing daily administrative duties efficiently.
6. Attention to Detail: Ensuring high accuracy in all tasks performed.

AAP/EEO Statement

We are committed to providing reasonable accommodations to individuals with disabilities to perform essential functions.

Classification, Compensation & Benefits

This position is classified as Non-Exempt. Compensation will be based on skills and experience, with an hourly rate ranging from $20 to $25, plus commission. Cellular Sales offers a comprehensive benefits package including medical, dental, vision, 401(k), sick leave, short and long-term disability, flexible spending accounts, paid holidays, and life insurance.

Other Duties

Please note that this job description is not exhaustive and may be adjusted as necessary to accommodate the needs of the organization.