Client Experience Agent - Wireless Mobility

MetTel; Salt Lake City (UT); On-site; USD 38,000 - 54,000; Full time

Job summary

MetTel, a global communications solutions provider, is seeking a Client Experience Agent to join its Operations Team in Salt Lake City, UT. The role focuses on handling customer inquiries, answering calls and emails, resolving issues, processing orders, and providing product information with a professional company image.

The ideal candidate has at least 3 years in Customer Service or Account Management, experience with telecom services, and proficiency in Microsoft Office.

Qualifications

• Minimum of 3 years of Customer Service or Account Management.
• Experience with telecommunications service providers a plus.
• Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point).

Responsibilities

• Answer incoming calls and respond to customer’s emails.
• Manage and resolve customer complaints.
• Identify and take ownership of issues, elevate to supervisors as necessary.
• Provide product and service information to customers.
• Research required information using available systems and tools.
• Process orders, forms, and applications.
• Route calls to appropriate resources when necessary.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Other duties as assigned.

Skills

Customer service

Account management

Microsoft Office

Job description

Client Experience Agent - Wireless Mobility

Salt Lake City, Utah, United States

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

We are looking for a Customer Experience Specialist to join our Operations Team!

Role and Responsibilities:

Customer Experience Specialists will provide customer support by answer incoming calls from customers such as orders, respond to inquiries, provide assistance or resolve issues, troubleshoot and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing customers interested in the products MetTel offers and will be responsible for assisting them online and over the phone. Agent will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering. The function includes but is not limited to the following:

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer complaints
• Identify and take ownership of issues, elevate to supervisors as necessary
• Provide product and service information to customers
• Research required information using available systems and tools
• Process orders, forms, and applications
• Route calls to appropriate resources when necessary
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Other duties as assigned

Desired Skills and Experience:

• Minimum of 3 years of Customer Service or Account Management
• Experience with telecommunications service providers a plus
• Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point)

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MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in MetTel's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which a Armed Forces service medal was awarded pursuant to Executive Order 12985.