Client Experience Agent - Wireless Mobility

We are looking for a Customer Experience Specialist to join our Operations Team!

Role and Responsibilities:          

Customer Experience Specialists will provide customer support by answer incoming calls from customers such as orders, respond to inquiries, provide assistance or resolve issues, troubleshoot and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing customers interested in the products MetTel offers and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering.  The function includes but is not limited to the following:           

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer complaints
• Identify and take ownership of issues, escalate to supervisors as necessary
• Provide product and service information to customers
• Research required information using available systems and tools
• Process orders, forms, and applications
• Route calls to appropriate resources when necessary
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Other duties as assigned

Desired Skills and Experience:                                                 

• Bachelors' Degree
• Minimum of 3 years of Customer Service or Account Management
• Experience with telecommunications service providers a plus
• Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point)

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