Call Center Representative

Cellular Sales Call Center Representative Customer Service | Business Development Job Description

To proactively contact customers or prospects by phone with the goal of promoting products or services and setting appointments, while maintaining a high level of professionalism, meeting performance targets, and ensuring a positive customer experience.

• Follow up on distributed leads
• Generate store traffic and contribute to the market's success
• Handle customer inquiries both by phone and text
• Support sales force by generating sales leads
• Follow communication scripts when handling different topics
• Research required information using available resources
• Provide customers with product and services information

• Sales and Persuasion Skills
• Ability to upsell and cross-sell wireless products, close deals, and handle objections confidently.
• Communication Skills
• Clear, concise verbal communication and active listening to engage customers effectively.
• Customer-Centric Approach
• Focused on delivering a positive experience, even in high-volume or challenging interactions.
• Technical Proficiency
• Comfortable navigating CRM systems, call scripts, and wireless service tools; ability to troubleshoot basic device or service issues.
• Compliance Awareness
• Understanding of industry regulations (e.g., FCC rules), do-not-call lists, and data privacy standards.
• Problem-Solving Abilities
• Capable of quickly assessing customer needs and offering tailored wireless solutions.
• Time Management
• Efficiently handles a high volume of calls while maintaining quality service.
• Resilience and Adaptability
• Stays motivated in a performance-driven environment; adapts to evolving wireless offerings and processes.
• Team Collaboration
• Works well with peers, supervisors, and other departments to meet sales goals and ensure customer satisfaction.

This position has no supervisory responsibilities.

This role is based in a high-volume, performance-driven call center setting, onsite. The position involves extended periods of sitting while using a computer, headset, and outbound dialing software. Employees regularly engage in scripted customer conversations via phone and are expected to handle a large volume of outbound calls daily. The workspace may be shared, with moderate to high noise levels from surrounding conversations and equipment.

A results-oriented environment, it requires adherence to structured schedules, productivity metrics, and quality assurance standards. Employees receive ongoing training and coaching to stay up to date on wireless industry products, promotions, and compliance guidelines. Shifts may include evenings, weekends, and holidays.

Prolonged periods of sitting at a desk and working on a computer and phone system. Frequent use of hands and fingers to operate a keyboard and telephone equipment. Ability to wear a headset for extended periods. Visual acuity to read computer screens and customer data.

This position does not typically require travel. However, occasional travel may be requested for training, team meetings, or special events at a corporate or regional office.

• High School diploma or GED

• Previous office experience
• Proficient in Microsoft Office
• Knowledge of customer service principles and practices
• Experience in a call center or customer service environment
• Data entry and typing skills (including 10 key)

• Excellent Communication Skills
• Sales and Persuasion Skills
• Product & Industry Knowledge
• Goal-Driven Mindset
• Adaptability
• Time Management and Organization Resilience and Stress Tolerance

$15 an hour with a minimum of a 32-hour workweek, plus commissions and bonuses.