Customer Service Rep Multi-lingual

This position is responsible for delivering superior customer service while handling a large volume of inbound phone calls regarding cellular products and services. While actively listening and connecting with the customer, the Customer Service Representative (CSR) conducts a thorough needs analysis with the customer to ensure that they are providing solutions to meet the customer’s true needs. This role strives to provide one-call resolution for problems and irregularities identified by customers. CSR must be skilled at performing multiple tasks simultaneously. Provide feedback to the company on ways to improve efficiency and effectiveness.

  • Understands, practices and exemplifies the values and behaviors of the Dynamic Organization
  • Responds for taking multi-lingual inbound customer calls with the highest standard of professionalism and courtesy, addressing customer issues and assuring that quality standards are met on every call.
  • Researches and resolves a wide variety of customer questions/issues.
  • Troubleshoots first level wireless technical issues.
  • Conducts thorough customer needs analysis and provides value driven recommendations of products and services.
  • Maintains strong knowledge of all company products and services, including handsets, accessories, pricing, plans, promotions, and service features.
  • Supports a growing number of wireless/data products, and continuously demonstrates proficiency in product knowledge and call handling skills.
  • Demonstrates openness and flexibility in adapting to the needs of individual callers (i.e. dissatisfied, first time users, etc.)
  • Offers alternatives and options to satisfy customer concerns.
  • Recognizes and acts upon opportunities to offer enhanced services (i.e. accessories or calling features).
  • Provides customers timely and accurate information.
  • Works with other U.S. Cellular associates, departments and functions in a professional, courteous and collaborative fashion.
  • Proactively identifies customer needs by reviewing customer accounts and inquiries to develop product/service solutions to retain and grow the customer’s relationship.
  • Assists in other tasks and projects as assigned.

    • High school diploma or state equivalency certification required; college degree preferred.
    • Minimum of two years customer service experience in a high volume telephone contact environment with resolution of complaints or inquiries preferred.
    • Wireless or other technology product experience preferred.
    • Experience with Windows-based PC’s, including general office software knowledge.
    • Ability to remain flexible and adaptable in a fast paced environment required.
    • Effective organizational and interpersonal skills required.
    • Excellent verbal and written communication skills required.
    • Must be able to work varying shifts.
    • Must be multilingual.

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