Title: Customer Service Representative - Cedar Rapids, Iowa
Location: Iowa-Cedar Rapids
This position is responsible for delivering superior customer service while handling a large volume of inbound phone calls regarding cellular products and services. While actively listening and connecting with the customer, the Customer Service Representative conducts a thorough needs analysis with the customer to ensure that they are providing solutions to meet the customer's true needs. Strives to provide one-call resolution for problems and irregularities identified by customers. Must be skilled at performing multiple tasks simultaneously. Provides feedback to the company on ways to improve efficiency and customer service.
* Understand, practice and exemplify the values and behaviors of the Dynamic Organization.
* Responds to inbound customer calls with the highest standard of professionalism and courtesy, addressing customer issues and assuring that quality standards are met on every call.
* Researches and resolves a wide variety of customer questions/issues.
* Troubleshoots first level wireless technical issues.
* Conducts thorough customer needs analysis and provides value driven recommendations of products and services.
* Maintain strong knowledge of all Company products and services, including handsets, accessories, pricing plans, promotions and service features.
* Supports a growing number of wireless/data products, and continuously demonstrates proficiency in product knowledge and call handling skills.
* Demonstrates openness and flexibility in adapting to the needs of individual callers (i.e. dissatisfied, first-time users, etc).
* Offers alternatives and options to satisfy customer concerns.
* Recognizes and acts upon opportunities to offer enhanced services (i.e. accessories or calling features).
* Provides customers timely and accurate information.
* Processes customer requests and where applicable, processes credits/adjustments to customer accounts.
* Completes appropriate documentation on customer accounts and follows-up where required.
* Works with other U.S. Cellular® associates, departments and functions in a professional, courteous and collaborative fashion.
* Assists in other tasks as needed or assigned.
* High school diploma or state equivalency certification required; college degree preferred.
* Minimum of two years customer service experience in a high volume telephone contact environment with resolution of complaints or inquiries preferred.
* Wireless or other technology product experience preferred.
* Experience with Windows-based PCs, including general office software knowledge required.
* Ability to remain flexible and adaptable in a fast-paced environment required.
* Effective organizational and interpersonal skills required.
* Excellent verbal and written communication skills required.
* Must be able to work varying shifts.
