Overview

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the largest private broadband company in America, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The client is committed to creating meaningful moments of human connection through technology. The largest private broadband company in America, we proudly serve six and a half million homes and businesses across 18 states. They are dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that make each one unique.

Role Summary:

• Develops and directs overall order and service-related activities for CCI's customer service function.
• Develops and implements policies for the resolution of customer account inquiries.
• Provides a variety of customer service support duties to customers.
• Ensures timely and accurate information is provided to customers in a professional manner.
• Responds to inquiries through phone, mail, email, and contact with customers. Promotes and sells the company's products and services.
• Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.
• Handles incoming customer calls with the intent of providing customer satisfaction and retention; may introduce and sell new or additional products and/or services;
• Works in conjunction with outside sales representatives to provide pre-and/or post-sales support;
• Reviews customer inquiries, problems, requests, and suggestions; determines appropriate solutions and/or responses;
• Negotiates customer claims, initiates billing adjustments, arranges product substitutions and returns;
• Assesses customer needs and suggests/promotes alternative products or services;
• Processes incoming orders;
• Refers customer calls to other areas as appropriate;
• Records consistent problem areas;
• Provides clerical/administrative support to the customer service functions.

Typical Training / Experience -

• HS diploma, GED or relevant work experience;
• 0-2 years of experience in area of responsibility Dept/Org Scope & Impact
• Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level Problem Complexity
• Performs simple, routine work;
• Selects correct processes from clearly prescribed rules, past practices, or instruction;
• Seeks advice and guidance on non-routine or problem areas from supervisor.
• Any deviations from the norm are cleared by the supervisor/manager

Autonomy

• Under close supervision, exercises limited latitude/independent judgment;
• Work typically involves detailed checks or close review of output by a senior co-worker and/or supervisor/manager

Knowledge -

• Assignments require minimal knowledge beyond the assigned work;
• Demonstrates correct understanding of routine aspects of work

Additional Information: What You’ll Do

• Warmly welcomes and greets customers as they walk in the store and ensures customers have a warm and friendly goodbye when leaving store
• Captures name, reason for visit, takes all equipment from customer and gives him/her the card filled out with the last 4 of the UPC
• Efficiently manages customer queuing area from waiting area to appropriate service area in store
• Identifies effective ways to build and maintain relationships with customers
• Attentively responds to customer inquiries, problems, and complaints and refers them to the appropriate associate
• Keeps all equipment stocked
• Keeps all drawers stocked with equipment and marketing materials
• Empties returned equipment cart regularly – including carts at stations
• As time permits, demo the mini box, connection steps and the TV industry page with customers in line for mini box (customer education)
• Supports bill payments at kiosk as appropriate

Qualifications - Minimum

• High School diploma, GED, or relevant work experience
• Ability to meet established customer experience targets
• Willingness to work a flexible schedule which includes weekends, evenings, and holidays
• Strong interpersonal and communication skills
• Ability to multi-task and prioritize in a service-oriented, fast-paced team environment while being on your feet most of the day.
• Computer literacy with an aptitude for learning communication products, services, and accessories.
• Ability to lift 25-50 pounds to help manage stock room inventory.
• Ability to be mobile within the store for long periods of time to greet customers and demonstrate products and services

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

Job Types: Full-time, Contract

Pay: $15.00 - $17.00 per hour

Ability to Relocate:

• Phoenix, AZ 85016: Relocate before starting work (Required)

Work Location: In person