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Senior Customer Service Specialist - Irvine CA

Irvine, CA 92614

Posted: 04/12/2023 Industry: Permitting Manager Job Number: 6850

Job Description

Welcome to Broadstaff! We are one of the industry's most trusted staffing partners for all things Telecom - Wireless Infrastructure. With over 30 years of combined experience in Telecom, Energy and Technology, our team remains devoted to helping companies find great people and helping people find great jobs.
  Position Summary 
We are seeking a highly motivated and experienced Customer Service Specialist (“Concierge Specialist”) to be part of our growing team and provide an exceptional level of customer service for advanced or special cases. The Concierge Specialist will be expected to provide proactive white-glove level service with a smile and be responsible for ensuring our customers are extremely satisfied with our products and services. The ideal candidate will have excellent communication skills, the ability to multitask, and the patience to resolve escalated customer issues effectively.

Responsibilities

  • Provide exceptional customer service via phone, email, and chat channels that leaves the customer with a feeling of being noticed and taken care of personally

  • Resolve advanced customer issues and complaints effectively and efficiently, with a sense of empathy

  • Handle call intake in accordance with customer service policies

  • Assist customers with advanced technical issues and troubleshoot any internet-related problems

  • Educate customers on our products and services, and make recommendations to improve their internet experience through inside sales

  • Process customer orders and cancellations for inbound sales, and update customer account information at each interaction

  • Collaborate with other departments to resolve complex customer issues and escalate unresolved issues to higher authorities when necessary

  • Meet or exceed customer service goals and targets, including response time, customer satisfaction, and first-call resolution rate

  • Keep up-to-date with product knowledge and technical information

 

Skills and Requirements

  • High school diploma or equivalent; Bachelor’s degree preferred 

  • 4-5 years of experience in customer service, with preference for the telecommunications industry

  • Proven track record of connecting with customers and producing exceptional satisfaction scores 

  • Strong knowledge of the fiber internet market and technology trends

  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders

  • Advanced service skills in technical problem-solving

  • Ability to multitask and work in a fast-paced environment

  • Excellent problem-solving skills and ability to think critically

  • Ability to learn new technical skills quickly

  • Customer-focused and committed to providing exceptional service

  • Ability to work flexible hours, including evenings, weekends, and holidays if necessary

  • Proficiency in Microsoft Office suite and CRM or billing systems



    Broadstaff, LLC., provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification protected by federal, state or local laws.     

     

Meet Your Recruiter

Carlyn Wiggin

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