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Career Detail

Description:

The Customer First Specialists are a front-line team of knowledgeable representatives who will handle calls and interact extensively with our customers.  The representative is responsible for receiving incoming customer calls, analyzing and resolving customer issues in a prompt, courteous manner which entails answering questions about our products, service plans, taking bill payments and troubleshooting customer phone issues.  This position works within a team environment throughout the department and also with the entire organization.

Must be able to work a 5 day work shift that would include hours Monday to Saturday until 9pm and/or Sundays until 6pm. 

Training will start the week of October 2nd or October 9th from 10:30am - 7:00pm Monday to Friday.

The starting wage for this position is $13/hour with a potential of a $0.50 increase at six months based on achieving minimum attendance and performance criteria.

Principal Duties and Responsibilities:

  • Answer inbound customer calls, provide customer account verification services, perform basic data entry tasks in multiple systems as necessary for database maintenance and accuracy.
  • Respond to all customer inquiries in a courteous and professional manner that delivers world class customer service and builds customer satisfaction and loyalty. 
  • Provide effective and timely resolution of a range of customer inquiries which will require knowledge of:
    • Credit & Collections policies / procedures.
    • Billing policies / procedures.
    • Previous / current marketing promotions offered by i wireless.
    • Services and equipment sold by i wireless and the respective competitive issues.
  • Become proficient in all billing systems and support applications used by the company.
  • Strike a positive and cooperative tone with both customers and coworkers.
  • Demonstrate best judgment in the disbursement of adjustments and credits requiring basic math skills and the ability to calculate figures and amounts.
  • Perform other duties and special projects as assigned.

Education, Certification and/or Training Qualifications:

  • High School Diploma or GED certificate.
  • At least 1 years of customer service experience in a call center environment (preferred).
  • Maintain a strong attendance record.
  • Demonstrated competency in Windows based applications.
  • Keyboarding proficiency and use of automated systems.
  • Strong problem solving skills.
  • Excellent verbal and written communication, organizational and interpersonal skills
  • Ability / desire to learn quickly.
  • Discretion in handling sensitive information.
  • Ability to work in a fast-paced and lively working environment.
  • Ability to communicate effectively with a variety of different people.
  • Ability to work long hours, including nights, weekends and holidays, with physical requirements of lifting 50 pounds, bending, walking, sitting and keyboarding for extended periods of time.

Location: Cedar Rapids
Type of Employment: Full-Time