Wireless Client Support Representative Rivermine Software

Description



The Client Support Representative acts as a relationship manager with Client end user population and communicates via e-mail and phone in a web-based environment. The representative maintains processes to ensure operational consistency and effectively initiates orders for wireless equipment and rate plans. They are responsible for Catalog Management activities, including obtaining available rate plans, data plans, equipment and accessories monthly and initiating appropriate web site changes in accordance with the customer requirements. Quality driven efforts focus on order timeliness, accuracy, standardized processes and customer reporting. He/She assists with issue research, gathers industry expertise, prepares updates, recommends enhancements to the procurement process, the internet site and supports the Client teams.



Required Qualifications



Strong verbal and written communication skills
Minimum 1 year experience in the cellular industry
Past experience in a Customer Service environment or role
Working knowledge of Microsoft Excel and Access
Process and time management skills
Able to balance multiple projects and prioritize tasks; keeping details and deadlines straight
Displays a quality focused orientation and starts with the client in mind
Uses appropriate assertiveness in resolving business-related issues
Takes accountability for solving problems and retains focus on goals
Initiates, supports and brings about change necessary to improve internal operations



Essential Job Functions



Submit Orders and Change requests to the Wireless Vendors in a timely manner
Coordinate with End-users, Help Desk personnel and Vendor contacts to ensure orders are completed and tracked according to company specifications
Update the application with information provided from the Clients and Wireless Vendors
Be an active member in the quality improvement process of new and existing solutions and products
Manage tasks and initiatives related to new Products/Services, completing assigned tasks within deadlines
Create a service focused relationship with Client users ordering wireless equipment, accessories and plans
Update Client interface with new or modified equipment, accessories, plans and pricing monthly
Utilize Carrier extranets to conduct business tasks
Use knowledge of the wireless industry to provide recommendations to Clients and improve internal processes
Demonstrate an understanding of the company?s direction and strategies
Able to manage own work load, responsible for completing assigned tasks within deadlines
Research issues, identify resolution alternatives, consults with other functional areas as required, implements / recommends resolution
Able to effectively communicate with all levels of personnel
Demonstrates a strong commitment to customer satisfaction and problem resolution

Location:	Louisville, KY United States