Customer Service Representative

Founded in 2004 and headquartered in Seattle, WA, Wireless Advocates is a third-party provider of wireless products, and services both online and in more than 1,000 retail locations nationwide. In partnership with Fortune 200 channel partners and wireless carriers, the company delivers high-value products and services from the leading wireless carriers. Together with our knowledgeable team of on-site wireless professionals, we help consumers connect and communicate every day.

The Wireless Advocates Customer Service Representative has the responsibility for all online order related customer service and online order management functions. In addition to managing the customer relationship to established metrics, the call center insures timely monitoring and troubleshooting of online transactions. The Customer Service Representative will be responsible for resolving escalated customer issues and communicating order exceptions to the Call Center Supervisor.

* Respond promptly to customer calls and e-mails and resolve issues professionally and efficiently * Sell products and place customer orders * Participate in training & maintain a high level of product knowledge on the items sold by Wireless Advocates * Maintain strong team performance and positive team morale * Proactively recognize, document and notify supervisor of common problem transactions * Work with other departments to identify solutions to problems identified through customer interactions and reporting * Ensure that activations, returns and refunds are processed timely and accurately * Provide any information necessary to ensure carrier payment of commissions * Assist in the creation & documentation of Call Center policies and procedures to ensure industry standard service levels or better * Ensure that documentation is current and reflects best practices * Maintain a high level of product knowledge on the items sold by Wireless Advocates * Other duties as assigned

* Basic understanding of wireless products and carrier services * Good organization skills with a pro-active attitude * Demonstrated ability to resolve difficult customer issues while maintaining absolute professionalism with the appropriate tone and manner * 2+ years call center experience * Excellent organization and time management skills * Excellent listening skills * Superior written and oral communications skills * Fluency in Microsoft Office software, especially Outlook, Excel and Word * Demonstrated adaptability in a changing environment and in the face of stressful situations **Background Investigation and Drug Screen** This position is covered by company drug screen and alcohol policy. Applicants are subject to pre-employment background investigation, employment verification, and drug screen testing.