The Launch Engagement Specialist is responsible for providing a best-in-class customer service experience (White Glove Service) to new on-boarding customers while deepening customer engagement within our HW products and services.
RESPONSIBILITIES:
- Handle high call volume, covering a full range of customer inquiries concerning, new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
- Provide the highest level of customer service and sets the example for White Glove Service.
- Serve as primary support liaison between the Company and new customers.
- Assist customers with setting up new service and scheduling- appointments.
- Possess thorough knowledge of Hotwire Communications product lines and other applications utilized by customers and maintain thorough knowledge of Fision product lines.
- Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
- Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues.
- Promote and maintain high quality, professional service on every call with every customer.
- Other duties as required or assigned.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Ability to speak clearly using grammatically correct English (Other language skills a plus)
- Must have a High School Diploma or equivalent.
- Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
- Strong communication and organizational skills
- Demonstrate personal excellence including punctuality, integrity and accountability
- Ability to demonstrate sensitivity and compassion
- Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
Additional requirements for remote positions:
- A quiet workplace so you can focus on delivering excellent service to our customers
- Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s
