NTUAW Customer Service Representative

MINIMUM REQUIRED QUALIFICATIONS:

High School Diploma or GED Certificate.

1 Year of customer service and/or technical support experience.

1 Year of experience in a communication call center or retail environment preferred.

Knowledge and understanding of wireless industry products and service.

Experience in a technical support or data technical support call center.

Bilingual (Navajo/English) skills preferred.

Proficiency in Microsoft Word, Excel required.

Valid Driver's License (subject to motor vehicle record review).

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:

Resolve customer concerns regarding products and services.

Troubleshoot complex billing issues, rerates, network issues and equipment matters.

Create service trouble tickets; monitor and close tickets in a timely manner.

Offer solutions to customer based on complex technical issues.

Provide customer satisfaction through high quality customer service skills.

Gain and maintain product/service knowledge.

Excellent telephone communication skills.

Sells product features and accessories.

Assist in special projects and meet goals.

Ability to demonstrate successful negotiation skills.

Ability to work in a fast-paced environment, multi-task and make sound decisions.

Ability to use proper discretion in evaluating/elevating customer issues.

Ability to sit for long hours while in a call center environment.

Ability to display flexibility when called upon to work shifts in order to meet sales goals.

Exceptional written and verbal communication skills; a self-starter, energetic, resilient, and detailed oriented, with a positive attitude.

Create dispatch ticket for service calls; schedule Dispatch Service Technicians and maintain the dispatch schedule.

Flexible working schedule; may be expected to work late hours, weekends, holidays and events.

Performs other duties as assigned or requested.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.