Customer Service Representative

*Customer Service Representative* unWired Broadband is searching for a positive *Customer Service Representative* to join our Sales team.
Reporting to the Sales Director, this position is responsible for communications with the existing customer base to help find resolution to their questions/issues with their account.
This could include the right plan for their internet needs, processing payments, updating billing information, processing moves, adds, and changes to the account.
*Essential Duties:* * Act as a front-line support position for the company and serve as the familiar voice to our long-term customer base.
* Answer in-bound calls, e-mails, SMS messages, etc.
from existing customers and assess their needs regarding their account(s).
* Assist customers in billing related matters such as processing payments, updating billing information, suspending their account, etc.
* Identify opportunities to sell additional connections, upgrades, company products and services to existing customers.
* Proactively contact customers to notify of equipment changes and upgrades.
* Process moves, additions, and changes to customers’ accounts.
* Resolve customer inquiries by determining customer pain points and offering solutions to drive company revenue.
* Enter and update customer contact and account information into the appropriate software system.
* Respond to customer emails and voicemails in a professional and timely manner.
* Demonstrate a personal commitment to the Company values; promote an environment that recognizes and values diversity and treats all people with respect, prohibiting unlawful discrimination and harassment.
* Ensure a safe, healthy work environment by following all safety, health and environmental policies, procedures, and regulations per the Company’s IIPP, job safe practices and other related programs.
*Required Knowledge, Skills and Abilities:* * Bi-lingual: Spanish preferred * High School Diploma, or equivalent language and mathematical skills.
* Experience interacting with customers in a call center environment, customer retention center, or retail environment.
* Must be customer service oriented and able to provide a positive customer experience.
* Advanced skill in communicating orally and in writing.
* Ability to work with technology such as Microsoft Office, CRMs such as Salesforce, and SIP phone systems.
* Strong multitasking skills with the ability to adapt and move quickly from one thing to another within a loosely defined support model where the conversation and tasks change quickly.
* Problem Solving: identifies and resolves problems timely; gathers and analyzes information effectively; develops alternative solutions; uses reason when dealing with emotional topics.
* Communication Skills: speaks and writes clearly and persuasively in positive and negative situations; responds well to questions, presents effectively in group meetings or settings, ability to read and interpret written information.
* Interpersonal Skills: focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; open to others’ ideas.
* Demonstrated attention to detail.
*Benefits:* * Medical, Dental and Vision Insurance * Company paid Life Insurance * Long Term Disability Insurance * Flexible Spending Accounts * 401K with generous company contributions, including Profit-Sharing contributions * Holiday, Vacation and Sick paid time off * Complementary Internet Connection Job Type: Full-time Pay: $33,280.
00 - $80,240.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * On-the-job training * Paid time off * Vision insurance Experience level: * 1 year Shift: * 8 hour shift * Day shift * Morning shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Work Location: In person