Job Description
Customer Experience Agent
Reports to: Sr. Customer Experience Manager
Location: Remote
Hours: Tuesday to Friday from 12 PM to 8 PM, and Saturday from 8 AM to 5 PM.
Candidate Requirements: The position is fully remote but includes a mandatory four-week training at the Phoenix Wecom Office and a minimum of two-days field training in our Kingman office.
Job Summary:
The Customer Experience Agent at Wecom Fiber will be at the forefront of delivering exceptional service, resolving inquiries, and ensuring a positive customer journey within the telecommunications and fiber industry. The role is crucial in maintaining high levels of customer satisfaction and promoting the value of telecommunications and fiber solutions. In addition to providing excellent customer service, the agent will also be responsible for dispatching and scheduling fiber installations, ensuring that all projects are managed efficiently and customers are successfully scheduled for their upcoming installations.
Key Responsibilities:
- Respond promptly to customer inquiries and provide accurate information on telecommunications and fiber services, demonstrating expertise and professionalism.
- Address customer complaints and resolve issues with empathy and efficiency, ensuring a positive resolution and customer satisfaction in the telecommunications and fiber sector.
- Maintain strong relationships with customers by engaging in effective communication tailored to their telecommunications and fiber needs and preferences.
- Collaborate with internal teams to address customer requirements related to telecommunications and fiber services, offering personalized solutions and enhancing service delivery.
- Identify upselling opportunities for telecommunications and fiber products or services based on customer insights and promote additional value propositions.
- Document customer interactions, update records, and analyze trends to enhance service quality and anticipate future telecommunications and fiber needs.
- Assist in developing customer retention strategies, loyalty programs, and engagement initiatives specific to telecommunications and fiber services to foster long-term relationships.
- Schedule installations promptly according to customer requests submitted via the website shopping cart.
- Ensure the next day's installations are set up for success by reviewing specific installation elements provided by the dispatch team.
- Update the support ticket queue regularly and respond to customer inquiries as they are received.
Qualifications:
- High school diploma or equivalent; previous experience in customer service within the telecommunications and fiber industry is advantageous.
- Strong interpersonal skills, empathy, and a customer-centric approach tailored to telecommunications and fiber services, ensuring a positive customer experience.
- Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner related to telecommunications and fiber solutions.
- Proven problem-solving abilities and conflict resolution skills specific to the telecommunications and fiber sector, with a focus on efficient issue resolution.
- Ability to work in a fast-paced telecommunications and fiber environment and handle multiple customer inquiries while maintaining attention to detail and accuracy.
- Proficiency in CRM systems, ticketing tools, and customer service software tailored to the telecommunications and fiber industry, enhancing operational efficiency.
- Ability to work independently with limited supervision
NOTE:
Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law. Company benefits subject to change. www.wecomfiber.com
