Job Details
** Wireless Customer Support Specialist I**
**Job Category****:** Customer Care
**Supervisor****:** Adam Moss
**Requisition Number****:** WIREL005644
Showing 1 location
**Job Details**
**Description**
**Purpose of position:**
Astound Broadband Powered by Wave
is currently searching for an Wireless Customer Support Specialist I in Seattle, WA. Provide outstanding customer service and support to Wave Broadband customers. Answer inbound phone calls and emails from customers regarding products, sales and billing inquiries. Effectively communicate and explain benefits of target products to best match customer needs. Ensure high quality and accurate service by assisting, and resolving a wide variety of customer requests, inquiries and complaints.
The specialist will report to the tier 3 CSS daily and will also have dotted line reporting to the Vice President, Wireless Access.
**The primary position responsibilities will include, but are not limited to:**
* Sell target products and packages
* Utilize friendly and professional phone demeanor to ensure quality phone experience with Wave
* Provide accurate and efficient feedback to customer inquiries regarding billing to minimize customer call backs (first call resolution)
* Utilize billing system and other sales and marketing related tools to effectively identify and quickly provide answers to customer inquiries
* Resolves customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
* Provide Signup help, service changes, disconnect and trouble call assistance according to departmental policies and procedures
* Resolves problems on the first call, with a minimum of transfers, by consistently improving personal technical knowledge and understanding
* Provide end-user helpdesk assistance for popular WiFi devices, such as iPhone, Mac, Windows, SmartTV, Smart Speakers, and other home devices
* Conduct customer audits of various types
* May perform other duties as required
**Our ideal candidate will possess:**
* Phone customer support/service related background in call center environment preferred
* High school diploma or equivalent
* Exhibits strong interpersonal skills with the ability to relate to customers, peers, and management. Is positive, pleasant, and respectful
* Friendly, enthusiastic and outgoing demeanor
* Demonstrates a thorough knowledge of WiFi and data products and services
* Ability to learn and retain new information and concepts quickly
* Demonstrates ability to diagnose and solve problems
* Exhibits the ability to follow direction and possesses the ability to follow through
* Displays proven good judgment and proactive decision-making skills
* Must possess the ability to adapt to change
* Telecommunications experience preferred
* Must have the ability to communicate by telephone, correspondence, and in person.
* Must possess a good command of the English language, including excellent enunciation, grammar and lack of slang.
* Must have basic mathematics techniques.
* Must be able to sit for extended periods.
* Must have ability to frequently use repetitive motions of the wrist, hands and/or fingers.
* Must be able to work in a standard office environment; and work from home as needed.
* Must have ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator.
* Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations.
**Qualifications**
**Education**
**Required:**
* High School diploma or equivalent
**Preferred:**
**Diverse Workforce / EEO**:
Astound Broadband
is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each others differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
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