JOB DESCRIPTION:

The Customer Service Representative will interact with customers by addressing inquiries and resolving complaints.

Responsibilities:

• Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Assisting callers with any questions regarding their mobile devices.
• Troubleshooting the device and the set up/provisioning of the device. Often this includes coordinating our efforts with the service provider and a technician.
• Fields customer questions and complaints
• When the issue is beyond the representative’s knowledge, forward to the assigned specialist or other appropriate staff.
• Coordinating the efforts of service providers, IT Help Desks, MDM Administrators, and customers to maintain service expectations.
• Acts as an intermediary to prevent “up-selling " by service providers.
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs data entry, administrative support, and clerical duties.
• Performs other related duties as assigned.

Requirements:

• High school diploma or equivalent.
• Six (6) months or more experience with Customer Service.
• Must have basic computer/smartphone skills.
• Experience working with wireless devices.
• Must have good written and verbal communication skills.
• Must be able to pass a security clearance, if necessary (may require additional discussion.)

Responsibilities:

• Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Assisting callers with any questions regarding their mobile devices.
• Troubleshooting the device and the set up/provisioning of the device. Often this includes coordinating our efforts with the service provider and a technician.
• Fields customer questions and complaints
• When the issue is beyond the representative’s knowledge, forward to the assigned specialist or other appropriate staff.
• Coordinating the efforts of service providers, IT Help Desks, MDM Administrators, and customers to maintain service expectations.
• Acts as an intermediary to prevent “up-selling " by service providers.
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs data entry, administrative support, and clerical duties.
• Performs other related duties as assigned