Customer Care Specialist
Summary of Responsibilities
The Customer Care Specialist’s primarily answers incoming calls from customers regarding sales, billing, collections, phone use, and any other general customer question about West Central Wireless products and services while providing them with the highest level of customer service possible.
Provide inbound support to customers regarding new service and existing products and services.
Sells equipment and cellular numbers, including initiation and closing sales and upgrading services.
Have thorough knowledge of wireless equipment and accessories, including rate plans, features, bill charges, phone operations, roaming, collections, and any other information regarding wireless operations.
Answer all calls from customers requesting to suspend service in order to track reasons for suspends and to attempt to retain these customers by reiterating all or some of the “11 Reasons.”
Telemarket and network for new prospects.
Follow up on rate changes, new service, and other customer experience to ensure customer satisfaction and the receipt of their first bill.
Contact customer in an effort to resume suspended accounts, up sale products and services, collect payment on delinquent account, and update / educate continual changes and improvements in the wireless industry and advancements made by West Central Wireless via phone, bulk, mail, etc.
Enter payments, account changes, adjustments, service orders, contract agreements, upgrades, rate plan changes, and any other West Central Wireless account data into computerized billing system.
Conduct reconciliation for wireless and Internet switch , features, and products.
Prepare and balance payment and adjustment vouchers.
Perform any duties needed to fill in for absent employees or assist in various duties as deemed necessary by supervisor.
1. Job involves primarily in-office work, but may occasionally involve sales-related meetings and travel outside the office.
2. Overtime is required on a regular basis.