• Job Description

  Req#: 7167

  Cellular Sales

  Urgently Hiring!

  Verizon Customer Service Representative

  Exciting new work from home opportunity working with the leader in the wireless industry! You’ll work with a team of talented, interactive, innovative, and responsible people who enjoy helping others. Leverage the team environment to learn, grow, and advance, while assisting customers with their wireless products and services. Start your Great Experience today!

  Requirements for Submission:

  • All applicants are required to include a cover letter with the submission of application.
  • Cover letter must state: details of your work background, why you are interested in the position, and the qualities/skills you possess that would benefit the Customer Service department.

  Candidates are welcome to bring material, such as examples of previous work or a short presentation, to share more about their skills and/or personality during the interview.

  What You’ll Do:

  • 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 loss is covered by insurance.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible resolutions.
  • Assist to train/coach new Customer Service personnel to make/receive customer calls, research customer accounts, and independently resolve customer concerns.

  What We’re Looking For:

  • 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.

  Home Office Requirements:

  • This job is remote. Must be able to maintain a quiet, secured work area and keep customer information confidential.
  • Some onsite events may be required at times, although minimal (training, team calibrations, etc.).
  • High-speed home internet is required, as well as the ability to plug into a wireless router via an ethernet cable.

  Education and Experience:

  • High School diploma or equivalent experience required.
  • Proficient in Microsoft Office and basic computer skills.
  • Proficiency in Excel highly preferred.
  • Experience with customer service over the phone preferred.

  What We Offer:

  • Base Pay of $18/hr. plus bonus opportunity
  • Health, Vision, and Dental Insurance
  • 401k matching
  • Health and Wellness Program
  • Discount on Verizon services
  • Employee Assistance Program
  • Work from home with company-provided equipment

  Schedule

  This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.

  Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

• About the company

  Cellular Sales is an American wireless retailer based in Knoxville, Tennessee.

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