Service Consultant

GTA•Dededo Municipality, GU

7d•Onsite

About The Position

Our Client Services Team is made up of energetic, customer-focused professionals who are passionate about delivering exceptional service. We take pride in resolving customer concerns, building brand loyalty, and creating positive, lasting interactions. We support both consumer and commercial customers across multiple communication platforms, including voice, chat, and social channels. Are you passionate about helping others? Do you thrive in fast-paced environments and enjoy building relationships? As a Service Consultant, you’ll go the extra mile to ensure customers receive the support they need. We're looking for a reliable teammate, great communicator, attentive listener, and proactive problem-solver who brings positivity, initiative, and teamwork to every interaction. As a Service Consultant, you’ll help customers stay connected by delivering exceptional service, resolving concerns, and identifying solutions that meet their needs. Through every customer interaction, you’ll put our company values into practice by demonstrating integrity, accountability, teamwork, and a commitment to service excellence. Your ability to create positive experiences will help strengthen customer relationships, build trust, and make a lasting impact on those we serve.

Requirements

Customer Focus – Approaches every interaction with empathy, professionalism, and a genuine desire to help.
Effective Communication – Communicates clearly, confidently, and respectfully across all channels.
Reliability & Punctuality – Consistently attends scheduled shifts on time and is dependable in meeting attendance expectations.
Adaptability – Quickly adjusts to changes in tools, processes, and customer needs in a fast-paced environment.
Problem-Solving – Uses sound judgment and system knowledge to resolve issues efficiently.
Technical Readiness – Learns and navigates service platforms with ease; actively builds product and system knowledge.
Team Collaboration – Contributes to a positive team culture, offers help, and supports team goals.
Time Management – Balances multiple priorities without compromising quality or accuracy.
Professional Engagement – Remains productive during low-volume periods by completing audits, following up on unresolved tasks, reviewing updates-avoids distractions and maintains focused on supporting team operations.
Accountability – Demonstrates reliability in attendance, task completion, and adherence to company standards.
Goal Orientation – Actively works toward and achieves assigned sales and service targets with consistency and focus.
Values Alignment – Models and promotes our company values through daily actions, decision making, and team collaboration; supports a culture of integrity, inclusion and service excellence.
High School Diploma or GED required.
Strong verbal and written communication skills.
Ability to follow guidelines and protocols consistently.
Must be detail-oriented, punctual, and dependable.
Regular and reliable attendance is essential.
Must be comfortable wearing a headset and working in a call-center environment.
Skilled in interpreting data and using it to support customer interactions.

Nice To Haves

Customer service experience preferred.
Familiarity with MS Office (Word, Excel) is a plus.

Responsibilities

Consistently arrive punctually and maintain dependable attendance.
Troubleshoot customer issues using online systems and perform follow-up testing where needed.
Document complaints and create accurate trouble tickets and service orders.
Provide clear expectations and timeframes for resolution.
Stay informed and up to date on all product, service, and promotional information.
Demonstrate strong multitasking by managing calls, documentation, and customer follow-up simultaneously.
Assist customers with general inquiries, special requests, and complaint resolution.
Assist customers with adding services, updating account information, and maintaining accurate customer records while delivering outstanding experience.
Maintain a clean and organized work area.
Participate in team-based office closing duties.
Share operational feedback to help improve service delivery.
Meet or exceed individual sales and service targets as outlined by leadership.
Perform other duties as assigned.