MINIMUM QUALIFICATIONS REQUIRED :

High School Diploma or GED Certificate.

3 years' customer service or call center experience

2 years' in leading a team

Ability to work a flexible schedule including holidays, nights, and weekends

Excellent communication skills required

Technical repair experience preferred

Valid Driver's License (subject to motor vehicle record review).

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES :

Qualifies customers and sells products and services in order to meet net sales, quota, and revenue goals.

Demonstrates and communicates service and device feature functionality, billing procedures, and equipment usage to customers.

Maintains excellent relationships with customers through superior customer service.

Performs outbound calls to proactively follow-up with customer after the sale to guarantee product and customer satisfaction.

Provides basic troubleshooting and customer service support for questions.

Ensures inventory is kept neat and secured.

Develops, maintains, and communicates strong, up-to-date knowledge of wireless products, accessories, pricing plans and service features.

Contributes information, ideas, and research to help develop marketing strategies.

Assists with details, designs, and implements marketing plans for each product or service being offered.

Serves as a back-up to provide coverage for Retail Stores.

Sets marketing schedule sand coordinates with colleagues, sponsors, media representatives, and other professionals to implement strategies across multiple channels.

Develops sales strategies and approaches for various products and services, such as special promotions and sponsored events.

Analyses trends, data, demographics, pricing strategies, and other information that can potentially improve marketing and sales performance.

Creates and presents regular performance reports for managers and executives.

Track's marketing and sales data and identifies areas of improvement.

Ensures the department is achieving desired service and quality levels and takes corrective action.

Prepares and monitors reporting and provides teams with visibility to the scoring and customer feedback.

Monitor's customer calls, reads reviews and feedback to help uncover opportunities for improvements in scripting, IVR, disposition, training, agent coaching, reporting or overall process.

Identifies operational opportunities and shares with executive leadership, qualifying the issues and possible root cause to reduce call volume and increase customer satisfaction.

Makes recommendations for process improvements based on big-picture thinking and contribution to the business.

Stays in touch with industry best practice and competition customer experience to stay ahead and meet customer expectations.

Prepares or assists with the preparation of scheduled and / or ad hoc statistical and narrative reports; performs information gathering and analysis and / or forecasting, as specifically directed.

Maintains records in accordance with established policies and procedures and audit guidelines.

Performs other duties as assigned.

Navajo Preference

Navajo Veteran Preference

Last updated : 2024-05-25