Consumer Cellular is a leading provider of cellular service targeted towards the 50+ age demographic. (Simpler technology and smaller cell phone plans)
Assist customers via answering primarily inbound calls, upselling Consumer's products and services:
They assist customers in setting up accounts, cancelling accounts, phone trouble shooting, sharing promotional opportunities, etc.
Customer Service position in a large call center environment.
50 calls/day (5.25 CPH), primarily inbound calls
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Talks with customers by phone and receives orders for installation, turn on, discontinuance, or change in service. Provide service courteously, accurately, and efficiently.
Work sitting at a desk at least 95% of daily staffed time, not including scheduled breaks using a computer and talking on the phone to customers.
Solicits sale of new or additional services.
Research complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. Ensures customer retention and satisfaction.
Knowledge of commonly used concepts, practices, and procedures within the cellular industry.
Understanding and following of products, services, billing procedures, and sales procedures.
Comply with minimum performance standards including calls per hour, call monitoring scores, occupancy, and attendance.
Making occasional outbound calls for customer service purposes.
Responding to customer correspondence and updating customer personal information.
Ensure customer information stays private, secure, and confidential.
Retail, sales associate, customer service skills
**Top Skills Details:**
Customer Service (face to face or call center), Ability to work with upset customers, Computer literacy
**Additional Skills & Qualifications:**
Computer Testing Requirements:
- 1 Minute WPM (25 ADJUSTED WPM)
- Call Center Telephone Etiquette (75%)
1+ year's exceptional customer service experience (including comfort with upset customers)
Aptitude to quickly learn and navigate new technology systems and applications
Comfort working in a feedback-rich environment and ability to take coaching and make improvements
Comfort working in a metrics-driven environment, and have ability to hit metrics.
Have stable employment history with a track record of success
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
The ability to actively listen and communicate with our customers, like an expert
Be able to multi-task and provide explanations in simple terms
Proven track record of strong attendance/reliability
A basic understanding of cellular phones and cellular industry is preferred, but not necessary
Must be able to read/write/speak English fluently
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.