Business (B2B) Customer Service Support Representative

Cellular Sales; Knoxville, Northern (TN, KY); Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

Base pay $18/hr.

Health, Vision, and Dental Insurance

401k matching

Health and Wellness Program

Discount on Verizon services

Employee Assistance Program

Onsite gym and walking trail

Job summary

Cellular Sales is seeking a B2B Service Support Representative in Knoxville. You will interact with business customers via phone and email to assist with business accounts and act as a liaison with Verizon support paths to resolve credit, service and billing concerns.

The role requires documenting inquiries, processing service requests, and ensuring proper authorization while working with B2B reps for optimal care. Strong Microsoft Office and Salesforce experience are expected.

Qualifications

• High School diploma or equivalent experience required.
• Proficient in Microsoft Office and basic computer skills.
• Experience with face to face or telephone sales preferred
• Experience with customer service over the phone preferred

Responsibilities

• Confer with businesses by telephone and email to provide information about products and services.
• Keep records of business interactions or transactions with assigned B2B Reps, recording details of inquiries, complaints, or comments, as well as actions taken.
• Process service requests through appropriate Verizon Wireless channels to facilitate timely reconciliation.
• Ensure correct authorization is received, recorded, and saved on all requests.
• Conduct account analysis and reviews and proposals.
• Follow up with businesses to document their experience with service.
• Contact businesses to align with Cellular Sales B2B representatives for optimal care.
• Daily use of Word, Excel, Salesforce, and spreadsheets. Extensive and accurate typing required.

Skills

Adaptability

Attention to detail

Customer focus

Organizational awareness

Planning & organizing

Written communication

Education

High School diploma

Tools

Salesforce

Microsoft Office

Job description

Cellular Sales

B2B Service Support Representative

Exciting B2B opportunity working with the leader in the wireless industry! You'll work with a team of talented, interactive, innovative, and responsible people who enjoy helping others. Leverage the team environment to learn, grow, and advance, while assisting customers with their wireless products and services. Start your Great Experience today!

Summary/Objective

Interact with business customers via phone and email to assist with business accounts. Act as a liaison between customers, business representatives and Verizon support paths to resolve credit, customer service and billing concerns.

What you'll do:

• Confer with businesses by telephone and email to provide information about products and services.
• Keep records of business interactions or transactions with assigned B2B Reps, recording details of inquiries, complaints, or comments, as well as actions taken.
• Process service requests through appropriate Verizon Wireless channels to facilitate timely reconciliation.
• Ensure correct authorization is received, recorded, and saved on all requests.
• Conduct account analysis and reviews and proposals.
• Follow up with businesses to document their experience with service.
• Contact businesses to align with Cellular Sales B2B representatives for optimal care.
• Daily use of Word, Excel, Salesforce, and spreadsheets. Extensive and accurate typing required.

What we are looking for:

• Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.
• Attention to detail: Taking responsibility for a thorough and detailed method of working.
• Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Organizational Awareness: Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and implications of decisions on other components of the organization.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

Education and Experience:

• High School diploma or equivalent experience required.
• Proficient in Microsoft Office and basic computer skills.
• Experience with face to face or telephone sales preferred
• Experience with customer service over the phone preferred

What We Offer:

• Base Pay of $18/hr.
• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on Verizon services
• Employee Assistance Program
• Onsite gym and walking trail

Schedule:

This is a full-time hybrid position. Our department is open 8:00 a.m. to 6:00 p.m. Monday through Friday. Days and hours of work are depending on schedule availability and business needs.

AAP/EEO Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.