Customer Care Representative (Green Bay, WI)

Nsight, Cellcom, GLAS, Nsight Telservices, Nsight Tower•Green Bay, WI

About The Position

The Customer Care Representative takes incoming calls and provides personalized service regarding rate plans, billing, wireless devices, service inquiries, and fixed services. The role performs basic troubleshooting by asking targeted questions, identifying root causes, and delivering appropriate solutions. Representatives identify customer needs, explain and process sales over the phone, and recommend products and services that can improve the customer experience and value. This role educates customers, builds strong relationships, and addresses current and future needs while discussing wireless and fixed-service options. It requires navigating multiple systems and applications in a fast-paced environment and continually learning about products, services, rate plans, promotions, and features. The position supports the company’s promise of live, local service. Wireless Customer Care Representatives support customers through calls and chat interactions. The currently available schedule is Monday through Friday, 11:30 a.m. to 8:00 p.m., with every other weekend. The company provides telecommunications services, including wireless and fiber-based services, and describes its customer-service commitment, local philanthropic efforts, and green initiatives as part of its approach as an employer.

Requirements

High school diploma or equivalent.
At least one year of customer service, sales, call center, or related experience; related experience may include 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, and personalized support during scheduled shifts.
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 judgment and empowerment to do what is right 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 by addressing current and future needs.
Provide basic troubleshooting for devices, products, services, and connectivity issues.
Recommend appropriate products and services, process phone sales, and support sales growth through consultative cross-selling.
Protect account confidentiality and security by following authentication and data-protection processes.
Stay informed about products, service offerings, promotions, system updates, and required training; pursue continuous learning and professional growth.
Support company initiatives, departmental goals, and team objectives.
Support customers through calls and chat interactions as applicable to the role and business needs.
Perform additional tasks, duties, or projects as assigned to support business needs.