Consumer Support Representative
Cellular Sales
- League City, TX
- Permanent
- Full-time
- Accept, resolve and/or escalate customer calls and/or manage the 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.
- Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
- 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.
- Oral Communication: Shaping and expressing ideas and information in an effective manner.
- Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
- Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
- Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
- High School diploma or equivalent required.
- Proficiency in Excel highly preferred.
- English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Service Orientation — Actively looking for ways to help people.
- Coordination — Adjusting actions in relation to others' actions.
- Time Management — Managing one's own time.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Monitoring — Monitoring/Assessing performance of oneself to make improvements or take corrective action.
- Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.
- Dealing with Multiple Personality Types— Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry or discourteous individuals.
- 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.
- 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.
- 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.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Importance of Being Exact and Accurate — The ability to be very exact or highly accurate in performing daily duties.