Remote Customer Solutions Representative
Location: “Work at Home
Employment Type: Full-time
Supporting: Telecom Sales and Service
About Us
We're the largest minority-owned CX provider, delivering digital-first,
people-centered experiences for some of the world's most respected brands. For
over 25 years, we've been helping businesses solve their toughest customer
experience challenges—and we do it better than anyone else.
As a Top Place to Work, we're serious about creating an environment where people
show up as their genuine selves. Which means when you succeed, we all do.
Here's What the Job Really Looks Like
As an Inbound Customer Solutions Representative, you will be the first point of
contact for customers seeking assistance with their wireless or telecom
services. In this role, you will deliver exceptional customer support by
answering incoming calls, resolving inquiries, and providing solutions with
empathy and professionalism. You will be assisting customers with a wide range
of technical and service related concerns, including issues with calling,
texting, network connectivity, slow data, and 5G home internet devices.
Key Responsibilities
Provide outstanding customer service by responding to inbound calls,
assisting with questions regarding service plans, upgrades, added services,
and billing.
Take full ownership of issue resolution while maintaining a professional and
positive attitude.
Perform troubleshooting for mobile devices and networking issues
Act as an advocate for the customer by listening carefully, showing
compassion, and working to resolve concerns with patience and understanding.
Effectively de-escalate challenging situations while maintaining a calm and
positive demeanor.
identify sales opportunities to enhance customer accounts through additional
products or services that enhance the customer experience
Work collaboratively within a supportive and engaging call center team
environment.
Success in this role requires customer focus, technical aptitude,
multitasking ability, problem solving skills, processing accuracy, and
adherence to quality and security standards.
Qualifications:
Candidates must be at least 18 years old, possess a high school diploma or
equivalent
This role requires strong computer literacy, the ability to navigate multiple
systems at once
A passion for helping people and creating a positive customer experience.
Prior customer service or contact center experience, along with familiarity
with telecom products, billing systems, and mobile operating systems, is
preferred.
Strong communication and active listening skills.
Demonstrate punctuality and reliability, and maintain flexibility to work
various shifts including evenings, weekends, and holidays.