Sales Support & Customer Care Specialist

Cellular Sales Job Overview

The Consumer Support Representatitve will provide on going support to our sales force by conducting research, preparing reports, and handling information requests. Assist in several areas to maintain functioning work processes. Communicate and work with multiple areas of the organization including Sales Consutlants, customers, and leadership. Flexible to support changing priorities and needs.

• Accept, resolve and/or appropriately escape Customer calls and/or manage the documentation and follow up processes.
• Accept, resolve and/or appropriately escape 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.

• Clerical — Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms and other office procedures and terminology.
• English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Active Listening — Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• 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…