NTUAW Customer Service Representative

Job Description

Job Description

MINIMUM REQUIRED QUALIFICATIONS: High School Diploma or GED Certificate. 1 Year of customer service and/or technical support experience. 1 Year of experience in a communication call center or retail environment preferred. Knowledge and understanding of wireless industry products and service. Experience in a technical support or data technical support call center. Bilingual (Navajo/English) skills preferred. Proficiency in Microsoft Word, Excel required. Valid Driver's License (subject to motor vehicle record review).JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:Resolve customer concerns regarding products and services. Troubleshoot complex billing issues, rerates, network issues and equipment matters. Create service trouble tickets; monitor and close tickets in a timely manner.Offer solutions to customer based on complex technical issues. Provide customer satisfaction through high quality customer service skills. Gain and maintain product/service knowledge. Excellent telephone communication skills.Sells product features and accessories. Assist in special projects and meet goals. Ability to demonstrate successful negotiation skills. Ability to work in a fast-paced environment, multi-task and make sound decisions. Ability to use proper discretion in evaluating/elevating customer issues. Ability to sit for long hours while in a call center environment. Ability to display flexibility when called upon to work shifts in order to meet sales goals.Exceptional written and verbal communication skills; a self-starter, energetic, resilient, and detailed oriented, with a positive attitude. Create dispatch ticket for service calls; schedule Dispatch Service Technicians and maintain the dispatch schedule.Flexible working schedule; may be expected to work late hours, weekends, holidays and events.Performs other duties as assigned or requested.Navajo PreferenceNavajo Veteran PreferenceThis institution is an equal opportunity provider and employer.