Inbound Call Center Sales Representative

Job Description:

The Business Premier Service Consultant assists Business customers with requests, questions, and concerns on all products and services offered by the Company (ex: billing, rate plans, features, services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, credit checks, service activations and changes, receivables management/collections, relocations, combined bill, after hours inquiries, and pre-paid services). Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat.

• Must possess a working knowledge of a broad range of Voice and Data products/services.
• May support returns, exchanges, upgrades, accessory orders or missing order requests.
• May perform Accounts Receivable work for several hundred corporate or government accounts at one time, working with Sales and Service Management teams to determine the best approach for collections of past due dollars (also supports small business accounts).
• Responsibilities within the Business Premier Service Consultant role also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include, but are not limited to sales, saves, high value customers, billing and adjustment teams, advanced technical support, and/or complex collections work.

General functions

- Answers customer/client requests or inquiries concerning services and products and reports problem areas.

- Utilizes various systems and tools to assist and service customers. May include bulk ordering & care maintenance requests.

- Make recommendations according to customer’s needs. - Utilizes operational systems to process purchases of all products and services.

- Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.

- Handles credit checks, service activations and changes, and all duties related to receivables management/collections. May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid service.

- Sell all services and products offered by the Company; handles inquiries and on data products, services, billing, and troubleshooting.

- Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

- Handles less routine & repetitive matters and more complex troubleshooting scenarios. - Identifies, tracks & trends issues to assist in root cause elimination.

- Able to communicate effectively, both verbally and in writing.

Essential functions for this role:

- May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.

- Ensure work area is maintained in a clean and professional environment.

- Handles executive escalations to the office of the president as well as any other escalation as directed by management. - Handles regulatory escalations.

- Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.

- Coordinates effectively with other departments as needed to resolve customer issue.

- Communicates professionally and effectively with other departments and customers.

- May handle complex tickets/cases from internal partner teams. - May support multiple business chats in a concurrent environment.

Preferred qualifications:

- At least one year customer service experience preferred.

- Call Center experience preferred.

- Advance Typing/keyboarding skills preferred.

Special job requirements:

- Specific job assignments may require day, evening, weekend, or holiday hours.

- Overtime may be required.

- Flexibility to work any schedule during hours of operation is essential:

M-F: 7:45 AM-7PM ET

Physical requirements:

Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by the needs of the business.

- Desire to work onsite in one of our call centers.

Basic qualification test:

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