Inbound Customer Support Representative

Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

VXI is looking for highly motivated and qualified Customer Service Representatives to work full-time on-site in Morrow, GA in our world-class contact center.

You will be responsible for providing exceptional customer service and support to our client's subscribers. These subscribers are part of a dedicated network for public safety agencies, and your role will involve assisting emergency service personnel, law enforcement agencies, and other public safety organizations. Your primary objective will be to address inquiries, troubleshoot technical issues, and ensure customer satisfaction.

What You'll Be Doing

• Customer Support: Respond to incoming calls regarding inquiries from subscribers, addressing their questions, concerns, and technical issues in a timely and professional manner.
• Troubleshooting: Diagnose and resolve technical problems related to subscriber devices, services, and applications. Offer step-by-step guidance to customers to ensure effective resolution of their issues.
• Account Management: Assist customers with account-related tasks such as activating new lines, updating account information, processing billing inquiries, and providing information on available plans and services.
• Product Knowledge: Maintain a comprehensive understanding of our client's offerings, including devices, network capabilities, and features. Stay up to date with new products, services, and promotions to provide accurate and relevant information to customers.
• Escalation and Collaboration: Escalate complex issues to higher-level support or relevant departments while ensuring proper documentation of customer interactions.
• Quality Assurance: Adhere to established call center guidelines, quality standards, and service-level agreements (SLAs) to deliver excellent customer service. Strive to achieve individual and team performance metrics and KPIs.
• Documentation and Reporting: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated software systems.

Operating hours

• Monday-Sunday from 8am-11pm EST

***You must be available to work anytime during center operating hours including Saturdays, Sundays, and holidays ***

Training

• Monday-Sunday from 8 am-11pm EST (Open availability needed. Training shift will be provided during interview and offer)
• 3 weeks of in-class paid training and 2 weeks on the phone paid training

*** You must be available to attend 100% of your training, no time can be missed ***

What You Bring

• High school diploma or equivalent; further education or relevant certifications are a plus.
• Prior experience in a customer service or call center environment is preferred.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Excellent problem-solving skills and the ability to remain calm and composed when handling challenging customer situations.
• Familiarity with mobile devices, smartphones, and wireless networks is desirable.
• Proficiency in using computer systems and software applications for data entry, documentation, and research.
• Ability to multitask, manage time effectively, and work in a fast-paced environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.

What you will get

• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Abundant Advancement Opportunities Equal Opportunity Employer: disability/veteran
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data. **Restriction may apply
• Referral for Life Program - The referee receives a residual bonus every pay period

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!