Launch Experience Specialist - White-Glove Support

Hotwire-Communications; Naples (FL); Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

401K Retirement Plan with CompanyMatch

Paid Vacation and Holidays

Hotwire Service Discounts

Job summary

Hotwire-Communications is seeking a Launch Support Specialist in the Naples, FL area to provide daily virtual and in-person customer interactions while ensuring accurate documentation in customer accounts and service orders.

The role includes educating customers on Fision Essentials, auditing accounts, and acting as liaison between properties and the Launch Account Manager. Flexibility for nontraditional schedules is required, including evenings and weekends.

Qualifications

• Associates Degree in General Business preferred or 1 year of operational customer service experience.
• Minimum 2 years' relevant work experience in customer service, telecommunications, or technical support.
• Must have a valid state driver's license in the state of hire.
• Ability to work nontraditional schedules, including evenings, weekends and holidays.

Responsibilities

• Provide highest level of customer service and set the example for White Glove Service.
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions.
• Use investigative skills to ascertain the nature of the caller's concerns and develop an action plan to resolve issues.
• Make outbound calls to schedule service orders and follow up before/after appointments.
• Ensure appointments are dispatched and completed in a timely manner.
• Maintain communication with residents regarding schedule changes and updates to installation appointments.

Skills

Customer service

Phone/ IPTV support

English proficiency

Operational experience

Education

Associate Degree in General Business

Tools

Amdocs

Job description

Hotwire-Communications is seeking a Launch Support Specialist in the Naples, FL area to provide daily virtual and in-person customer interactions while ensuring accurate documentation in customer accounts and service orders.

The role includes educating customers on Fision Essentials, auditing accounts, and acting as liaison between properties and the Launch Account Manager. Flexibility for nontraditional schedules is required, including evenings and weekends.