Experienced B2B Customer Service Support Representative (REMOTE) - Wireless Industry Leader
About Us
At [Company Name], we're a leading player in the wireless industry, dedicated to providing exceptional service to our business customers. We're a team of talented, interactive, innovative, and responsible individuals who thrive on helping others. Our collaborative environment is designed to foster growth, learning, and advancement, making us an ideal place for those who share our passion for delivering outstanding customer experiences.Job Summary
We're seeking an experienced B2B Customer Service Support Representative to join our team. As a key member of our support team, you'll interact with business customers via phone and email to assist with their wireless products and services. You'll act as a liaison between customers, business representatives, and Verizon support paths to resolve credit, customer service, and billing concerns. If you're a customer-focused individual with excellent communication skills and a passion for delivering exceptional service, we'd love to hear from you.Key Responsibilities
As a B2B Customer Service Support Representative, your key responsibilities will include:- Confer with businesses by telephone and email to provide information about products and services, address inquiries, and resolve concerns.
- Keep records of business interactions or transactions with assigned B2B Reps, recording details of inquiries, complaints, or comments, as well as actions taken.
- Process service requests through appropriate Verizon Wireless channels to facilitate timely reconciliation.
- Ensure correct authorization is received, recorded, and saved on all requests.
- Conduct account analysis and reviews, and propose solutions to improve customer experience.
- Follow up with businesses to document their experience with service and gather feedback.
- Contact businesses to align with Cellular Sales B2B representatives for optimal care.
Requirements
To succeed in this role, you'll need:- Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.
- Attention to detail: Taking responsibility for a thorough and detailed method of working.
- Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.
- Organizational Awareness: Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and implications of decisions on other components of the organization.
- Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
- Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
Qualifications
To be considered for this role, you'll need:- A High School diploma or equivalent experience.
- Proficient in Microsoft Office and basic computer skills.
- Experience with face-to-face or telephone sales preferred.
- Experience with customer service over the phone preferred.
What We Offer
As a valued member of our team, you'll enjoy:- A competitive base pay of $18/hour.
- Health, Vision, and Dental Insurance.
- 401k matching.
- A Health and Wellness Program.
- A Discount on Verizon services.
- An Employee Assistance Program.
- An Onsite gym and walking trail.
Schedule
This is a full-time position, and our department is open from 8:00 a.m. to 6:00 p.m., Monday through Friday. Days and hours of work are dependent on schedule availability and business needs.Career Growth Opportunities
At [Company Name], we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:- Regular training sessions to enhance your skills and knowledge.
- Opportunities to take on new challenges and responsibilities.
- A collaborative and supportive work environment.