Call Center Representative

Call Center Representative

Customer Service | Business Development

Since opening our doors in 1993, Cellular Sales has differentiated itself from all others in the wireless industry by providing a concierge level customer experience both during  and after the sale. Our more than 6,000 team members operate over 790 retail locations in 41 states offering a premium level of customer service. Throughout our continued growth, we’ve remained committed to empowering our customers and our team to achieve their personal and professional goals.

Cellular Sales is not only an incredible opportunity, we also specialize in developing less experienced individuals wanting to achieve a new level of professional success. If you have a proven record of success, a strong work ethic and are looking for a career-defining opportunity, apply now to join our award winning team!

JOB DESCRIPTION

Summary/Objective
To proactively contact customers or prospects by phone with the goal of promoting products or services and setting appointments, while maintaining a high level of professionalism, meeting performance targets, and ensuring a positive customer experience.

Essential Functions
1.Follow up on distributed leads
2.Generate store traffic and contribute to the market's success
3.Handle customer inquiries both by phone and text
4.Support sales force by generating sales leads
5.Follow communication scripts when handling different topics
6.Research required information using available resources
7.Provide customers with product and services information

Competencies
1. Sales and Persuasion Skills
- Ability to upsell and cross-sell wireless products, close deals, and handle objections confidently.
2.Communication Skills 
- Clear, concise verbal communication and active listening to engage customers effectively.
3. Customer-Centric Approach
- Focused on delivering a positive experience, even in high-volume or challenging interactions.
4. Technical Proficiency
- Comfortable navigating CRM systems, call scripts, and wireless service tools; ability to troubleshoot basic device or service issues.
5. Compliance Awareness
- Understanding of industry regulations (e.g., FCC rules), do-not-call lists, and data privacy standards.
6. Problem-Solving Abilities
- Capable of quickly assessing customer needs and offering tailored wireless solutions.
7. Time Management
- Efficiently handles a high volume of calls while maintaining quality service.
8. Resilience and Adaptability
- Stays motivated in a performance-driven environment; adapts to evolving wireless offerings and processes.
9. Team Collaboration
- Works well with peers, supervisors, and other departments to meet sales goals and ensure customer satisfaction.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This role is based in a high-volume, performance-driven call center setting, which is onsite. The position involves extended periods of sitting while using a computer, headset, and outbound dialing software. Employees regularly engage in scripted customer conversations via phone and are expected to handle a large volume of outbound calls daily.
The workspace may be shared, with moderate to high noise levels from surrounding conversations and equipment. A results-oriented environment, it requires adherence to structured schedules, productivity metrics, and quality assurance standards. Employees receive ongoing training and coaching to stay up to date on wireless industry products, promotions, and compliance guidelines. Shifts may include evenings, weekends, and holidays.

Physical Demands
Prolonged periods of sitting at a desk and working on a computer and phone system.
Frequent use of hands and fingers to operate a keyboard and telephone equipment.
Ability to wear a headset for extended periods.
Visual acuity to read computer screens and customer data.
Travel Requirements
This position does not typically require travel. However, occasional travel may be requested for training, team meetings, or special events at a corporate or regional office.

Required Education and Experience
High School diploma or GED

Essentials
1.Excellent Communication Skills
Clear, confident verbal communication and active listening abilities to engage customers and convey value effectively.
2.Sales and Persuasion Skills
Ability to influence, upsell, and close sales while maintaining professionalism and ethical standards.
3.Product & Industry Knowledge
Understanding of wireless plans, devices, promotions, and network features to offer accurate solutions and recommendations.
4.Goal-Driven Mindset
Commitment to meeting or exceeding performance metrics, such as call volume, conversion rates, and customer satisfaction scores.
5.Adaptability
Flexibility to handle script changes, evolving product offerings, and customer reactions with ease and professionalism.
6.Time Management and Organization
Ability to manage workload, adhere to schedules, and prioritize tasks in a fast-paced environment.
7.Resilience and Stress Tolerance
Maintains composure and motivation during high call volumes, rejection, or challenging conversations.

Compensation
$15 an hour with a minimum of a 32-hour workweek, plus commissions and bonuses.