Customer Care Representative (Green Bay, WI)

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

1d•Onsite

About The Position

Take incoming calls and provide extraordinary, personalized service to our customers regarding rate plans, billing questions, wireless devices, service inquiries, and fixed services. Perform basic troubleshooting by asking targeted questions and applying problem-solving skills to identify the root cause and deliver the right solution. Effectively identify customer needs and offer, explain, and process sales over the phone, recommending appropriate products and solutions to enhance the customer’s experience and value. Empowered to educate customers, build strong relationships, and ensure both current and future needs are met, while confidently discussing and promoting wireless and fixed service options. Simultaneously navigate multiple systems and applications in a fast‑paced environment. As a result of the ever‑evolving wireless industry, this position will continually learn and expand knowledge of products, services, rate plans, promotions, and features. Play a crucial role by delivering on our promise of live, local service every day.

Requirements

High school diploma or equivalent.
One or more years of customer service, sales, call center or related experience (includes retail, hospitality, food service, etc).

Nice To Haves

Associates Degree

Responsibilities

Assist customers through inbound and outbound phone interactions, as well as other assigned customer service channels, delivering timely, accurate, and personalized support throughout each scheduled shift.
Take ownership of the customer experience by actively listening, identifying needs, and striving to resolve inquiries during the first point of contact using available knowledge and resources.
Use empowerment to do what is right for the customer, creating “win‑win” outcomes while adhering to company policies, procedures, and compliance requirements.
Effectively utilize systems, tools, and resources to provide detailed, accurate information regarding wireless and fixed services, products, rate plans, and billing.
Build customer loyalty by educating customers, strengthening relationships, and ensuring both current and future needs are met.
Assist customers with basic troubleshooting related to devices, products, services, and connectivity issues.
Identify customer needs and confidently recommend appropriate products or services, including processing over‑the‑phone sales and contributing to overall sales growth through consultative cross‑selling.
Maintain confidentiality and account security by following established authentication and data protection processes.
Actively pursue continuous learning and professional growth by staying informed about new products, service offerings, promotions, system updates, and required training.
Support company initiatives, departmental goals, and team objectives.
Wireless Customer Care Representatives will be responsible for supporting customers through both calls and chat interactions. Employees hired prior to this date may have responsibilities that include calls, chats, or a combination of both, as defined by prior role expectations and business needs.
Perform additional tasks, duties or projects as assigned to support business needs.