What are the responsibilities and job description for the Part-time Cell Phone Program Specialist position at PERA?
Part-Time PERA Cell Phone Program Specialist
Position Summary
The Part-Time PERA Cell Phone Program Assistant provides customer service and administrative support for the PERA Cell Phone Program. This position assists employees, retirees, and family members with Verizon and T-Mobile wireless services, including new lines, upgrades, device orders, billing inquiries, and account maintenance. The ideal candidate must be highly organized, customer-focused, and able to multitask in a fast-paced environment.
Essential Duties and Responsibilities
- Assist customers with Verizon and T-Mobile wireless services.
- Process new line activations, device upgrades, and device replacement requests.
- Submit and track orders for smartphones, smartwatches, tablets, and accessories.
- Work directly with Verizon and T-Mobile representatives to resolve customer issues and order-related concerns.
- Follow up with customers regarding service requests, device orders, activations, and account changes.
- Monitor vendor communications and provide timely updates to customers.
- Answer incoming calls on the PERA Cell Phone Program rotary line.
- Respond to customer emails and inquiries in a professional and timely manner.
- Provide customers with current pricing, plan information, promotions, and upgrade eligibility dates.
- Assist customers with number transfers, activations, and service changes.
- Research and resolve customer account issues by working with wireless carriers and internal departments.
- Document customer interactions, requests, and follow-up activities in CRM.
- Maintain accurate customer records and account information.
- Perform other duties as assigned.
Knowledge, Skills, and Abilities
- Strong customer service and communication skills.
- Ability to effectively work with customers, vendors, and internal departments.
- Ability to manage multiple tasks and priorities simultaneously.
- Strong organizational and follow-up skills.
- Ability to work independently with minimal supervision.
- Proficient in Microsoft Outlook, Word, Excel, and CRM systems.
- Detail-oriented with excellent problem-solving skills.
- Ability to learn Verizon and T-Mobile wireless products, services, and processes.
- Ability to handle confidential customer information with professionalism and discretion.
Qualifications
- High school diploma or equivalent required.
- Previous customer service, call center, telecommunications, or administrative experience preferred.
- Experience handling customer accounts, orders, and upgrades preferred.
Work Environment
- Fast-paced customer service environment.
- Frequent interaction with customers through phone, email, and in-person communication.
- Requires the ability to multitask and manage a high volume of calls, emails, and customer requests.
- Part-time position with flexible scheduling based on business needs.
Key Success Factors
- Delivers exceptional customer service.
- Maintains strong relationships with customers and wireless vendors.
- Ensures accurate and timely processing of orders and requests.
- Effectively follows up on outstanding customer and vendor issues.
- Supports the PERA Cell Phone Program's commitment to providing quality service to SRP employees, retirees, and their families.
Please Note: Successful candidate will need to pass a background check prior to being on-boarded.
Salary : $20