Customer Experience Specialist

Mettel; Salt Lake City (UT); On-site; USD 36,000 - 48,000; Full time

Job summary

MetTel is seeking a Customer Experience Specialist to join its Operations Team in Salt Lake City. You will answer inbound calls and emails, assist customers with orders and inquiries, and resolve service-related issues while maintaining a professional image in voice and online interactions.

You will contribute to projects aimed at improving processes and service offerings. The role requires strong customer service experience, familiarity with telecommunications providers, and proficient use of

Qualifications

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

Responsibilities

• Answer incoming calls and respond to customer emails.
• Manage and resolve customer complaints.
• Identify and take ownership of issues and escalate as needed.
• Provide product and service information to customers.
• Research required information using available systems and tools.
• Process orders, forms, and applications.
• Document all call information per SOPs.
• Identify trends and alert management to recurring issues.

Skills

Customer service

Account management

Tools

Microsoft Office Suite

Job description

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, escalat 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.