Customer Care Representative (Green Bay, WI)

Nsight•Green Bay, WI

About The Position

The Customer Care Representative provides personalized support to customers through inbound and outbound phone interactions and, as assigned, other customer service channels, including chat. The role handles questions about rate plans, billing, wireless devices, service inquiries, and fixed services; provides basic troubleshooting; identifies customer needs; and recommends and processes appropriate products and services, including over-the-phone sales. Representatives build customer relationships and loyalty by educating customers, resolving inquiries at the first point of contact when possible, and helping meet current and future needs. The position requires navigating multiple systems and applications in a fast-paced environment while providing accurate information and following company policies, procedures, compliance requirements, and account security processes. Representatives continually develop knowledge of products, services, rate plans, promotions, features, and system updates. The listed schedule is Monday through Friday, 11:30 a.m. to 8:00 p.m., and every other weekend.

Requirements

High school diploma or equivalent.
One or more years of customer service, sales, call center, or related experience, including experience in retail, hospitality, or food service.

Nice To Haves

Associate degree.

Responsibilities

Assist customers through inbound and outbound phone interactions and other assigned customer service channels, providing timely, accurate, personalized support throughout each scheduled shift.
Listen actively, identify customer needs, take ownership of the customer experience, and strive to resolve inquiries at the first point of contact using available knowledge and resources.
Use sound judgment and empowerment to create positive outcomes for customers while following company policies, procedures, and compliance requirements.
Use systems, tools, and resources to provide accurate information about wireless and fixed services, products, rate plans, and billing.
Educate customers, strengthen relationships, and build loyalty while addressing current and future needs.
Provide basic troubleshooting for devices, products, services, and connectivity issues.
Recommend appropriate products and services, process phone sales, and contribute to sales growth through consultative cross-selling.
Protect account confidentiality and security by following authentication and data protection processes.
Stay informed about products, services, promotions, system updates, and required training, and pursue continuous learning and professional growth.
Support company initiatives, departmental goals, and team objectives.
Support customers through both calls and chat interactions as required for Wireless Customer Care Representatives.
Perform additional tasks, duties, or projects as assigned to support business needs.