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Every team member is charged with bringing our strategic vision to life. Responsible for the diagnostics, triage, in/out of warrantyrepair, and refurbishment of damaged or defective customer/company ownedwireless equipment.
ESSENTIALFUNCTIONS:
- Actively engaged as an employee advocate and fully committed to supporting our strategicvision to be and become knownas the BESTin our industry(s) through:
- Integrity
- Puttingour customer at the center of everything we do
- A relentless passion to be the best
- Being competitive, bold, innovativeand adding value
- An ownership mentality, behavior and accountability
- Anunyielding commitment to quality
- Respect for our internal and external customers
- Continuous improvement
- Being resourceful, productiveand efficient
- Maximum dedicationand effort with high energy, enthusiasm and urgency
- Achieve individual sales and productivity goals while maintaining a high energy and highly motivated approach in selling C Spire services.
- Responsible for being a wireless device and mobile OS software expert in their given market.
- Obtain and maintain required certifications necessary to complete approved repair/refurbishment on phones.
- Identify, triage and perform efficient quality repairs, refurbishment, troubleshooting, onwirelessdevices in accordance with manufacturer’s warranty and company’s requirements.
- Ensure all sales transactions are recorded and completed accurately with all applicable labor and parts charges.
- Be knowledgeable of our accessory options and be able to recommend and upsell items for customers based on their individual needs.
- Meet or exceed customer satisfaction goals. (As measured by customer feedback surveys, NPS)
- Work in conjunction with local the Market Manager to cover service related needs on the retail floor as customer flow and traffic dictates.
- Keep workstation and inventory secure, neat, clean and organized at all times while maintaining a safe and secure work area in compliance with all company standards.
- Maintain and secure all company equipment, inventory and tools.
- Performadditional duties as assignedby the Retail Repair Manager.
EDUCATION/EXPERIENCE REQUIRED: High school diploma required. PC experience required. Two year electronics degree preferred. A minimum of one year electronic/mechanical device repair or telecom device experience required. Must possess high degree of interpersonal skills. . Customer service experience required, preferably face to face in a service repair industry.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to lift 40lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Schedule may include some evenings and Saturdays.
Note:Thisis a briefdescription of theRetail RepairTechnician’sresponsibilitiesand is notlimitedtothosedescribedherein.Managementretains the righttoadd, delete ormodify any of theseresponsibilitiesat any timeduringemployment. Rev. 08/2018
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Every team member is charged with bringing our strategic vision to life. Responsible for the diagnostics, triage, in/out of warrantyrepair, and refurbishment of damaged or defective customer/company ownedwireless equipment.
ESSENTIALFUNCTIONS:
- Actively engaged as an employee advocate and fully committed to supporting our strategicvision to be and become knownas the BESTin our industry(s) through:
- Integrity
- Puttingour customer at the center of everything we do
- A relentless passion to be the best
- Being competitive, bold, innovativeand adding value
- An ownership mentality, behavior and accountability
- Anunyielding commitment to quality
- Respect for our internal and external customers
- Continuous improvement
- Being resourceful, productiveand efficient
- Maximum dedicationand effort with high energy, enthusiasm and urgency
- Achieve individual sales and productivity goals while maintaining a high energy and highly motivated approach in selling C Spire services.
- Responsible for being a wireless device and mobile OS software expert in their given market.
- Obtain and maintain required certifications necessary to complete approved repair/refurbishment on phones.
- Identify, triage and perform efficient quality repairs, refurbishment, troubleshooting, onwirelessdevices in accordance with manufacturer’s warranty and company’s requirements.
- Ensure all sales transactions are recorded and completed accurately with all applicable labor and parts charges.
- Be knowledgeable of our accessory options and be able to recommend and upsell items for customers based on their individual needs.
- Meet or exceed customer satisfaction goals. (As measured by customer feedback surveys, NPS)
- Work in conjunction with local the Market Manager to cover service related needs on the retail floor as customer flow and traffic dictates.
- Keep workstation and inventory secure, neat, clean and organized at all times while maintaining a safe and secure work area in compliance with all company standards.
- Maintain and secure all company equipment, inventory and tools.
- Performadditional duties as assignedby the Retail Repair Manager.
EDUCATION/EXPERIENCE REQUIRED: High school diploma required. PC experience required. Two year electronics degree preferred. A minimum of one year electronic/mechanical device repair or telecom device experience required. Must possess high degree of interpersonal skills. . Customer service experience required, preferably face to face in a service repair industry.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to lift 40lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Schedule may include some evenings and Saturdays.
Note:Thisis a briefdescription of theRetail RepairTechnician’sresponsibilitiesand is notlimitedtothosedescribedherein.Managementretains the righttoadd, delete ormodify any of theseresponsibilitiesat any timeduringemployment. Rev. 08/2018
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Inspiration happens here.
At C Spire, inspiration is our fuel. Everything we do is inspired by our customers. As an Account Service Representative, you’ll join an elite team on the front-line of our efforts to turn that inspiration into awesome experiences for the customer. Together, you’ll dominate the wireless and Internet industries and reap the awards of achieving your sales goals. The stakes are high. The job is competitive. Such an elite purpose means there’s only room for the most talented team members.
What you will bring:
Your enthusiasm, drive, integrity, and solid work ethic. Effective oral and written communication skills. One year of customer service experience, specifically in fast-paced sales environments and/or providing customer-facing solutions or a 4-year college degree. Also must have a high school diploma or recognized equivalent. Finally, a passion for technology— Your world here will revolve around some of the most powerful technologies on the planet. The more tech-savvy you are, the better.
What we will expect:
We work with passion, drive, and a dedication to results. We expect exceptional customer service while finding the best solutions for each customer. You will have to stay current on the latest devices and plans to be able to provide those solutions. We are looking for enthusiastic, creative team players willing to work most evenings and weekends. You will be the face of the company so you will need to look and act the part.
What you will get:
The sky’s the limit with a lucrative commission structure and $11 an hour base pay. Your performance will become the foundation you use to launch your career in technology.
Do you have what it takes?
C Spire is an equal opportunity employer and does not discriminate on the basis of race, color, religion, age, gender, national origin, disability, union affiliations or any other unlawful criteria.
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The Access Professional I must work successfully in a team environment and work closely with the IP Engineering Supervisor, Manager and IP Engineering colleagues and other Departments. Applicant will be required to effectively and efficiently evaluate, design, configure, implement, and maintain the IP architecture that is meant to support a robust and resilient IP core and servicing elements.
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The RFP Manager, CSB is responsible for researching RFP/Bid opportunities for both SLED and Private Sector opportunities, and for managing all opportunities that are selected by management to pursue. This responsibility will include the day to day management of the process and coordination of the teams assigned to the projects.
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SUMMARY OF RESPONSIBILITIES:
Every team member of the Home Service Team is charged with bringing our strategic vision statement to life. This position is responsible for integrating technology effectively into FTTH customer’s lives with amazing ease and effectiveness. Responsible for consistently delivering differentiated and personalized customer experience through interacting with customers via the phone, email, chat, text, etc and maintaining a focus on customer satisfaction. Responsible for consistently delivering differentiated and personalized customer experience through interacting with customers via the phone, email, chat, text, etc and maintaining a focus on customer satisfaction.
ESSENTIAL FUNCTIONS:
1. Actively engaged as an employee advocate and fully committed to supporting our strategic vision to be and become known as the BEST in our industry(s) through:
• Integrity
• Putting our customer at the center of everything we do
• A relentless passion to be the best
• Being competitive, bold, innovative and adding value
• An ownership mentality, behavior and accountability
• An unyielding commitment to quality
• Respect for our internal and external customers
• Continuous improvement
• Being resourceful, productive and efficient
• Maximum dedication and effort with high energy, enthusiasm and urgency
2. Meet or exceed productivity standards including but not limited to, Average Handle Time (AHT), calls per rep, idle time, one call resolution, etc
a. Take ownership of each call to diagnose billing or equipment issues effectively and efficiently. Complete all troubleshooting steps and follow escalation and dispatch procedures accurately if necessary. Goal must be to resolve the customer’s needs during the first interaction to ensure attainment of organizational KPIs.
b. Must have excellent communication and written skills, including a clear, confident speaking voice and a friendly rapport with customers
c. Provide accurate information to customers regarding service and equipment issues while maintaining a professional and courteous attitude.
d. Must demonstrate ability to understand complex concepts and simplify them for customers.
e. Have full knowledge of internal products, features, services and equipment, and be knowledgeable about competitor’s products and services. In addition must have full knowledge of personal computers, handheld devices, video components, Internet, and applicable accessories.
f. Enter appropriate and accurate information into the customer management system and complete supporting documentation during the customer contact.
g. Develop constructive and cooperative working relationships with others, and maintaining them over time.
h. Must work independently to resolve customer’s issues, frequently doing research outside of internal products and services provided by the company. Analyze information and evaluate results to choose the best solution and solve problems while working in a fast pace environment
3. Must possess a willingness to quickly learn new application, systems, et and be energized at the development of new products and business models/operational changes, etc.
4. Meet and exceed customer satisfaction standards as assessed through Customer Survey results and internal call quality evaluations.
5. Maintain an organized workspace and adhere to dress code policy. Adherence and conform to schedule requirements. Meet all attendance guidelines.
6. Adhere to all Contact Center policies and company handbook guidelines. Possess a high degree of skill with technology- based solutions and products for customers.
7. Contribute to the achievement of organizational customer retention goals by following the company’s disconnect procedures provided by management while providing differentiated service that yields retention.
8. Must provide information to supervisors, co-workers, etc by telephone, in written form, e-mail, or in person.
9. Protect company assets against criminal and fraudulent operations and unnecessary risk and exposure.
10. Perform additional duties as assigned by management.
EDUCATION/EXPERIENCE REQUIRED:
Level II
High school diploma or recognized equivalent.
Previous work experience with call centers or telecommunications services is required.
Experience in basic understanding service provisioning, maintenance & support in back-end system(s).
Must be able to lead projects from inception to completion.
Must have skill sets to troubleshoot advanced technical issues.
Must have good communication, reading, spelling and typing skills as well as a high degree of knowledge related to technology- based solutions and products.
Demonstrated strong aptitude and knowledge of all things technology personalized to each customer’s needs and present professional demeanor.
Four year college degree preferred or progress towards a degree preferred.
3 years of Customer Service Supervisory or general business supervisory experience preferred
Advanced technical background including but not limited to IOS, Windows, Routers, Networking proficiency, etc. preferred.
Existing Microsoft Excel and Microsoft Word proficiency preferred.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen. Must be willing to work a flexible schedule shared by other department members including Saturdays. Occasional kneeling, standing and moving around the call center or call center lab(s) are a requirement of this position.
Note: This is a brief description of the Tier 1 Home Service Advocate’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 02/2016
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Purpose
The Dedicated Onsite Specialist role provides dedicated remote and onsite technical support to the dedicated customer and their locations. Some technical experience is necessary, but no advanced training is expected. More importantly, we are looking for an individual who is eager to learn, highly customer focused, patient, an effective communicator, self-initiating, has a positive attitude, and is able to prioritize and execute tasks without micro-management. The role will involve basic desktop and systems administration support.
Essential Functions
Create and manage Service Requests, Incidents, and Problems through a ticketing system.
Help ensure day-to-day operations of IT Infrastructure.
Answer Inbound Service calls.
Travel to complete onsite service calls as necessary.
Troubleshoot and administer Window-based applications, Operating Systems (desktop and server), and Server Roles (AD DS, DHCP, DNS, DFS, Print Server, File Server).
Perform virus and malware remediation.
Perform computer build outs.
Troubleshoot MFP/scanner/fax.
Troubleshoot WiFi/network connectivity.
Perform any other task or duty as assigned or required.
Competencies
Attention to Detail
Problem Solving/Analysis
Written/Verbal communication proficiency
Accountability & Dependability
Adaptability and flexibility
Customer Focus
Self Management
Time Management
Teamwork
Development and Continual Learning
Ethical Conduct
Supervisory Responsibility
Supervisory expectations may vary from customer to customer.
Work Environment
In most cases, work will be performed in a climate-controlled office space. However, in some cases it will be necessary to work in networking closets with limited space, varying temperatures (very cool to very warm), and loud, mechanical noise.
Physical Demands
Candidate should be able to lift 75 pounds.
Job will require bending, sitting, lifting, climbing (ladder), and driving, in varying amounts.
Position Type/Expected Hours of Work
This is a full-time position for five, 8-hour days (40 hours total). A one-hour lunch break is provided. Shift start times range from 6:00 AM Central to 9:00 AM Central.
Travel
This position can range from 1% to 50% travel, with 99% of travel occurring in the market city and surrounding areas. Overnight travel should be considered infrequent (1%).
Required Education, Experience, and Certifications
Candidate should have Associates or higher degree in Computer Science or related field OR an industry standard certification.
Candidate should have at least one year of experience in a job supporting Windows desktops and/or servers.
Preferred Education, Experience, and Certifications
2 yrs of relevant work experience providing remote support required in a Call Center environment preferred.
Basic networking familiarity
Some Customer Service experience or professional business environment.
Proficient in written and oral communication (English)
Some experience in the following is preferred:
Mobile Device Management
Networking/switching/server hardware
A+, Network+ Certifications
Windows 7, Windows 8, Windows 10
Server 2008, Server 2012, Server 2016
Active Directory
Microsoft Office Suite
Terminal Servers
Citrix XenApp, Citrix XenDesktop
Additional Eligibility Qualifications
Candidate should have reliable transportation.
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SUMMARY OF RESPONSIBILITIES:
Every team member of the Home Service Team is charged with bringing our strategic vision statement to life. This position is responsible for integrating technology effectively into FTTH customer’s lives with amazing ease and effectiveness. Responsible for consistently delivering differentiated and personalized customer experience through interacting with customers via the phone, email, chat, text, etc and maintaining a focus on customer satisfaction. Responsible for consistently delivering differentiated and personalized customer experience through interacting with customers via the phone, email, chat, text, etc and maintaining a focus on customer satisfaction.
ESSENTIAL FUNCTIONS:
1. Actively engaged as an employee advocate and fully committed to supporting our strategic vision to be and become known as the BEST in our industry(s) through:
• Integrity
• Putting our customer at the center of everything we do
• A relentless passion to be the best
• Being competitive, bold, innovative and adding value
• An ownership mentality, behavior and accountability
• An unyielding commitment to quality
• Respect for our internal and external customers
• Continuous improvement
• Being resourceful, productive and efficient
• Maximum dedication and effort with high energy, enthusiasm and urgency
2. Meet or exceed productivity standards including but not limited to, Average Handle Time (AHT), calls per rep, idle time, one call resolution, etc
a. Take ownership of each call to diagnose billing or equipment issues effectively and efficiently. Complete all troubleshooting steps and follow escalation and dispatch procedures accurately if necessary. Goal must be to resolve the customer’s needs during the first interaction to ensure attainment of organizational KPIs.
b. Must have excellent communication and written skills, including a clear, confident speaking voice and a friendly rapport with customers
c. Provide accurate information to customers regarding service and equipment issues while maintaining a professional and courteous attitude.
d. Must demonstrate ability to understand complex concepts and simplify them for customers.
e. Have full knowledge of internal products, features, services and equipment, and be knowledgeable about competitor’s products and services. In addition must have full knowledge of personal computers, handheld devices, video components, Internet, and applicable accessories.
f. Enter appropriate and accurate information into the customer management system and complete supporting documentation during the customer contact.
g. Develop constructive and cooperative working relationships with others, and maintaining them over time.
h. Must work independently to resolve customer’s issues, frequently doing research outside of internal products and services provided by the company. Analyze information and evaluate results to choose the best solution and solve problems while working in a fast pace environment
3. Must possess a willingness to quickly learn new application, systems, et and be energized at the development of new products and business models/operational changes, etc.
4. Meet and exceed customer satisfaction standards as assessed through Customer Survey results and internal call quality evaluations.
5. Maintain an organized workspace and adhere to dress code policy. Adherence and conform to schedule requirements. Meet all attendance guidelines.
6. Adhere to all Contact Center policies and company handbook guidelines. Possess a high degree of skill with technology- based solutions and products for customers.
7. Contribute to the achievement of organizational customer retention goals by following the company’s disconnect procedures provided by management while providing differentiated service that yields retention.
8. Must provide information to supervisors, co-workers, etc by telephone, in written form, e-mail, or in person.
9. Protect company assets against criminal and fraudulent operations and unnecessary risk and exposure.
10. Perform additional duties as assigned by management.
EDUCATION/EXPERIENCE REQUIRED:
Level I
High school diploma or recognized equivalent. Four year college degree preferred. Two years of customer service or general business experience required. Previous work experience with trouble-shooting or telecommunications services and equipment is preferred. Must have good communication, reading, spelling and typing skills as well as a high degree of skill with technology- based solutions and products.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen. Must be willing to work a flexible schedule shared by other department members including Saturdays. Occasional kneeling, standing and moving around the call center or call center lab(s) are a requirement of this position.
Note: This is a brief description of the Tier 1 Home Service Advocate’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 02/2016
-
Every team member is charged with bringing our strategic vision to life. Responsible for the diagnostics, triage, in/out of warrantyrepair, and refurbishment of damaged or defective customer/company ownedwireless equipment.
ESSENTIALFUNCTIONS:
- Actively engaged as an employee advocate and fully committed to supporting our strategicvision to be and become knownas the BESTin our industry(s) through:
- Integrity
- Puttingour customer at the center of everything we do
- A relentless passion to be the best
- Being competitive, bold, innovativeand adding value
- An ownership mentality, behavior and accountability
- Anunyielding commitment to quality
- Respect for our internal and external customers
- Continuous improvement
- Being resourceful, productiveand efficient
- Maximum dedicationand effort with high energy, enthusiasm and urgency
- Achieve individual sales and productivity goals while maintaining a high energy and highly motivated approach in selling C Spire services.
- Responsible for being a wireless device and mobile OS software expert in their given market.
- Obtain and maintain required certifications necessary to complete approved repair/refurbishment on phones.
- Identify, triage and perform efficient quality repairs, refurbishment, troubleshooting, onwirelessdevices in accordance with manufacturer’s warranty and company’s requirements.
- Ensure all sales transactions are recorded and completed accurately with all applicable labor and parts charges.
- Be knowledgeable of our accessory options and be able to recommend and upsell items for customers based on their individual needs.
- Meet or exceed customer satisfaction goals. (As measured by customer feedback surveys, NPS)
- Work in conjunction with local the Market Manager to cover service related needs on the retail floor as customer flow and traffic dictates.
- Keep workstation and inventory secure, neat, clean and organized at all times while maintaining a safe and secure work area in compliance with all company standards.
- Maintain and secure all company equipment, inventory and tools.
- Performadditional duties as assignedby the Retail Repair Manager.
EDUCATION/EXPERIENCE REQUIRED: High school diploma required. PC experience required. Two year electronics degree preferred. A minimum of one year electronic/mechanical device repair or telecom device experience required. Must possess high degree of interpersonal skills. . Customer service experience required, preferably face to face in a service repair industry.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to lift 40lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Schedule may include some evenings and Saturdays.
Note:Thisis a briefdescription of theRetail RepairTechnician’sresponsibilitiesand is notlimitedtothosedescribedherein.Managementretains the righttoadd, delete ormodify any of theseresponsibilitiesat any timeduringemployment. Rev. 08/2018
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Every team member is charged with bringing our strategic vision to life. Responsible for the diagnostics, triage, in/out of warrantyrepair, and refurbishment of damaged or defective customer/company ownedwireless equipment.
ESSENTIALFUNCTIONS:
- Actively engaged as an employee advocate and fully committed to supporting our strategicvision to be and become knownas the BESTin our industry(s) through:
- Integrity
- Puttingour customer at the center of everything we do
- A relentless passion to be the best
- Being competitive, bold, innovativeand adding value
- An ownership mentality, behavior and accountability
- Anunyielding commitment to quality
- Respect for our internal and external customers
- Continuous improvement
- Being resourceful, productiveand efficient
- Maximum dedicationand effort with high energy, enthusiasm and urgency
- Achieve individual sales and productivity goals while maintaining a high energy and highly motivated approach in selling C Spire services.
- Responsible for being a wireless device and mobile OS software expert in their given market.
- Obtain and maintain required certifications necessary to complete approved repair/refurbishment on phones.
- Identify, triage and perform efficient quality repairs, refurbishment, troubleshooting, onwirelessdevices in accordance with manufacturer’s warranty and company’s requirements.
- Ensure all sales transactions are recorded and completed accurately with all applicable labor and parts charges.
- Be knowledgeable of our accessory options and be able to recommend and upsell items for customers based on their individual needs.
- Meet or exceed customer satisfaction goals. (As measured by customer feedback surveys, NPS)
- Work in conjunction with local the Market Manager to cover service related needs on the retail floor as customer flow and traffic dictates.
- Keep workstation and inventory secure, neat, clean and organized at all times while maintaining a safe and secure work area in compliance with all company standards.
- Maintain and secure all company equipment, inventory and tools.
- Performadditional duties as assignedby the Retail Repair Manager.
EDUCATION/EXPERIENCE REQUIRED: High school diploma required. PC experience required. Two year electronics degree preferred. A minimum of one year electronic/mechanical device repair or telecom device experience required. Must possess high degree of interpersonal skills. . Customer service experience required, preferably face to face in a service repair industry.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to lift 40lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Schedule may include some evenings and Saturdays.
Note:Thisis a briefdescription of theRetail RepairTechnician’sresponsibilitiesand is notlimitedtothosedescribedherein.Managementretains the righttoadd, delete ormodify any of theseresponsibilitiesat any timeduringemployment. Rev. 08/2018
-
Every team member is charged with bringing our strategic vision to life. Responsible for the diagnostics, triage, in/out of warrantyrepair, and refurbishment of damaged or defective customer/company ownedwireless equipment.
ESSENTIALFUNCTIONS:
- Actively engaged as an employee advocate and fully committed to supporting our strategicvision to be and become knownas the BESTin our industry(s) through:
- Integrity
- Puttingour customer at the center of everything we do
- A relentless passion to be the best
- Being competitive, bold, innovativeand adding value
- An ownership mentality, behavior and accountability
- Anunyielding commitment to quality
- Respect for our internal and external customers
- Continuous improvement
- Being resourceful, productiveand efficient
- Maximum dedicationand effort with high energy, enthusiasm and urgency
- Achieve individual sales and productivity goals while maintaining a high energy and highly motivated approach in selling C Spire services.
- Responsible for being a wireless device and mobile OS software expert in their given market.
- Obtain and maintain required certifications necessary to complete approved repair/refurbishment on phones.
- Identify, triage and perform efficient quality repairs, refurbishment, troubleshooting, onwirelessdevices in accordance with manufacturer’s warranty and company’s requirements.
- Ensure all sales transactions are recorded and completed accurately with all applicable labor and parts charges.
- Be knowledgeable of our accessory options and be able to recommend and upsell items for customers based on their individual needs.
- Meet or exceed customer satisfaction goals. (As measured by customer feedback surveys, NPS)
- Work in conjunction with local the Market Manager to cover service related needs on the retail floor as customer flow and traffic dictates.
- Keep workstation and inventory secure, neat, clean and organized at all times while maintaining a safe and secure work area in compliance with all company standards.
- Maintain and secure all company equipment, inventory and tools.
- Performadditional duties as assignedby the Retail Repair Manager.
EDUCATION/EXPERIENCE REQUIRED: High school diploma required. PC experience required. Two year electronics degree preferred. A minimum of one year electronic/mechanical device repair or telecom device experience required. Must possess high degree of interpersonal skills. . Customer service experience required, preferably face to face in a service repair industry.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to lift 40lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Schedule may include some evenings and Saturdays.
Note:Thisis a briefdescription of theRetail RepairTechnician’sresponsibilitiesand is notlimitedtothosedescribedherein.Managementretains the righttoadd, delete ormodify any of theseresponsibilitiesat any timeduringemployment. Rev. 08/2018
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SUMMARY OF RESPONSIBILITIES:
Consumer Solutions Advocate are responsible for consistently delivering differentiated and personalized customer experiences by executing various customer management techniques, and maintaining a maniacal focus on client satisfaction. Consumer Solutions Advocate are also responsible for resolving a plethora of customer service inquiries including billing, technical troubleshooting, service change requests, etc. Consumer Solutions Advocate must focus on resolving the customer’s needs during the first interaction to ensure attainment of organizational goals. Consumer Solutions Advocate must be effective in identifying the technology needs for current and potential customers, and leveraging extensive product knowledge in order to effectively integrate diversified technology offerings into consumers’ lives with amazing ease and effectiveness. Every member of the C Spire Team is charged with bringing our strategic vision of diversified technology company to life.
EDUCATION / EXPERIENCE REQUIRED:
Must have a high school diploma or recognized equivalent. Four year college degree strongly preferred. Two years of customer service or general business experience also preferred. Must have excellent written and oral interpersonal communication skills, as well as a basic aptitude with technology-based solutions and products.
PHYSICAL REQUIREMENTS / WORKING CONDITIONS:
Customer Care Representatives work in a call center environment fielding inbound calls from current and potential customers. Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be able to work evenings and Saturdays.
Note: This is a brief description of the Contact Center Representative’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 8/2015
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SUMMARY OF RESPONSIBILITIES:
Consumer Solutions Advocate are responsible for consistently delivering differentiated and personalized customer experiences by executing various customer management techniques, and maintaining a maniacal focus on client satisfaction. Consumer Solutions Advocate are also responsible for resolving a plethora of customer service inquiries including billing, technical troubleshooting, service change requests, etc. Consumer Solutions Advocate must focus on resolving the customer’s needs during the first interaction to ensure attainment of organizational goals. Consumer Solutions Advocate must be effective in identifying the technology needs for current and potential customers, and leveraging extensive product knowledge in order to effectively integrate diversified technology offerings into consumers’ lives with amazing ease and effectiveness. Every member of the C Spire Team is charged with bringing our strategic vision of diversified technology company to life.
EDUCATION / EXPERIENCE REQUIRED:
Must have a high school diploma or recognized equivalent. Four year college degree strongly preferred. Two years of customer service or general business experience also preferred. Must have excellent written and oral interpersonal communication skills, as well as a basic aptitude with technology-based solutions and products.
PHYSICAL REQUIREMENTS / WORKING CONDITIONS:
Customer Care Representatives work in a call center environment fielding inbound calls from current and potential customers. Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be able to work evenings and Saturdays.
Note: This is a brief description of the Contact Center Representative’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 8/2015
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Purpose
This position is responsible for proactively owning the technical relationship between the customer and C Spire Business. The Client Success Manager II and III (CSM) is technical support engineer, customer champion, and relationship manager for a defined group of post implementation customer accounts.
The C Spire Business Client Success Manager (CSM) has a single mission: Partner, Serve, and Lead.
Essential Functions
Proactively own and manage multiple high-visibility and high-touch customer relationships.
Understand short- and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
Drive issue resolution using standard process/procedures in coordination with supporting resources.
Provide single point of contact for customer account concerns.
Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
Develop highly effective relationships across all departments.
Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
Provide mentoring and assistance to other team members.
Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
Recognize and resolve systemic issues (problems) to prevent them from repeating.
Provide recommendation for product enhancements and implementation of new technologies.
Escalate issues as appropriate.
Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
Recognize revenue opportunities and facilitate them inside current accounts.
Document, track, and support compliance with Service Level Agreements.
Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
Ensure customer service level agreements.
Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
Competencies
Some of the core competencies of a successful Client Success Manager, are project management, IT Service Management, and a comprehensive technical acumen across a broad spectrum of computing disciplines. Additional capabilities include strong leadership, communication, and technical skills.
Leadership/Ownership/Accountability:
Accountable for all technical issues and technical relationship
Able to actively drive problems to resolution
Able to create and drive a technical strategy to address customer issues
Able to own issue resolution, root cause analysis, and remediation
Sound decision making and critical thinking skills
Able to mentor and coach team members
Expert organization and prioritization skills
Communication skills:
Excellent written and verbal skills
Strong interpersonal skills to interact with clients, management, and peers
Effective cross-department communication
Document and communicate problem/resolution and information/action plans
Able to stay calm during times of crisis
Able to contribute to a team environment with a high degree of professionalism and skill
Technical skills:
High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management
Knowledge of Windows-based server operating systems and Windows Domains
Knowledge of enterprise support tools and ticketing/documentation systems
Strong familiarity with process frameworks such as ITIL, MOF, and CobIT
Experience supporting enterprise-level applications is preferred
Supervisory Responsibility
There are no direct reports.
Work Environment
In most cases, work will be performed in a climate-controlled office space.
Physical Demands
There may be some lifting up to 75 pounds, but most activities are clerical in nature and require the use of computers and phones.
Position Type/Expected Hours of Work
Standard Business Hours, Monday through Friday.
Travel
Market-based travel is estimated to be approximately 50-75%. Overnight travel is estimated to be 1%.
Required Education, Experience, and Certifications
This position requires advanced customer service and rapport-building abilities, strong analytical and problem solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.
The candidate should have 5+ years experience in progressively responsible roles relating to technical services delivery in the Managed IT Services industry.
All candidates will be subject to a technical screening.
Preferred Education, Experience, and Certifications
Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
Additional Eligibility Qualifications
none
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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Purpose
This position is responsible for proactively owning the technical relationship between the customer and C Spire Business. The Client Success Manager II and III (CSM) is technical support engineer, customer champion, and relationship manager for a defined group of post implementation customer accounts.
The C Spire Business Client Success Manager (CSM) has a single mission: Partner, Serve, and Lead.
Essential Functions
Proactively own and manage multiple high-visibility and high-touch customer relationships.
Understand short- and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
Drive issue resolution using standard process/procedures in coordination with supporting resources.
Provide single point of contact for customer account concerns.
Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
Develop highly effective relationships across all departments.
Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
Provide mentoring and assistance to other team members.
Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
Recognize and resolve systemic issues (problems) to prevent them from repeating.
Provide recommendation for product enhancements and implementation of new technologies.
Escalate issues as appropriate.
Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
Recognize revenue opportunities and facilitate them inside current accounts.
Document, track, and support compliance with Service Level Agreements.
Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
Ensure customer service level agreements.
Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
Competencies
Some of the core competencies of a successful Client Success Manager, are project management, IT Service Management, and a comprehensive technical acumen across a broad spectrum of computing disciplines. Additional capabilities include strong leadership, communication, and technical skills.
Leadership/Ownership/Accountability:
Accountable for all technical issues and technical relationship
Able to actively drive problems to resolution
Able to create and drive a technical strategy to address customer issues
Able to own issue resolution, root cause analysis, and remediation
Sound decision making and critical thinking skills
Able to mentor and coach team members
Expert organization and prioritization skills
Communication skills:
Excellent written and verbal skills
Strong interpersonal skills to interact with clients, management, and peers
Effective cross-department communication
Document and communicate problem/resolution and information/action plans
Able to stay calm during times of crisis
Able to contribute to a team environment with a high degree of professionalism and skill
Technical skills:
High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management
Knowledge of Windows-based server operating systems and Windows Domains
Knowledge of enterprise support tools and ticketing/documentation systems
Strong familiarity with process frameworks such as ITIL, MOF, and CobIT
Experience supporting enterprise-level applications is preferred
Supervisory Responsibility
There are no direct reports.
Work Environment
In most cases, work will be performed in a climate-controlled office space.
Physical Demands
There may be some lifting up to 75 pounds, but most activities are clerical in nature and require the use of computers and phones.
Position Type/Expected Hours of Work
Standard Business Hours, Monday through Friday.
Travel
Market-based travel is estimated to be approximately 50-75%. Overnight travel is estimated to be 1%.
Required Education, Experience, and Certifications
This position requires advanced customer service and rapport-building abilities, strong analytical and problem solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.
The candidate should have 5+ years experience in progressively responsible roles relating to technical services delivery in the Managed IT Services industry.
All candidates will be subject to a technical screening.
Preferred Education, Experience, and Certifications
Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
The candidate should have 5+ years experience in progressively responsible roles relating to technical services delivery in the Managed IT Services industry.
Additional Eligibility Qualifications
none
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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Every team member of the C Spire Crew is charged with bringing our strategic vision of personalized wireless to life. Responsible for administering, managing, and enhancing the various financial systems used by the organization.
ESSENTIAL FUNCTIONS:
1. Field support requests from end users related to financial applications.
2. Work with accounting and finance users to develop requirements for system and business process improvements.
3. Perform system and application administration tasks to support and maintain the company’s suite of financial applications software.
4. Manage the testing and deployment of patches to financial applications.
5. Monitor interfaces to and from the various financial systems to insure the accurate and timely transfer of data.
6. Monitor adherence to system policies and controls as related to financial applications.
7. Liaise with IT resources to provide application support and resolve issues related to financial systems.
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- SUMMARY OF RESPONSIBILITIES:
Every team member of C Spire is charged with bringing our strategic vision of personalized service to life. This position is responsible for supervising Customer Care or Problem Resolution representatives ensuring we provide quality customer service. Contact Center Coach is responsible for consistently delivering differentiated and personalized customer experiences by executing various customer management techniques, and maintaining a maniacal focus on client satisfaction.
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The key to success in this position is relentless prospecting, developing a thorough plan, and executing consistently. The successful Technology Solutions Manager must be able to build relationships at all levels in an organization. Additionally, this person must creatively tackle complex sales challenges, overcome competitive threats, and identify pain, budget and the decision making process in a prospective business.
Establishing exceptionally strong executive relationships with both external and internal resources is critical in this role. In this role, you will work directly with our pre-sales technical resources to drive revenue and deployment objectives.
SUMMARY OF RESPONSIBILITIES:
Developing a prospecting plan: Effectively plan and manage your assigned prospecting plan using networking, leads groups and COI development.
Prospect: Proactively seek opportunities with existing customer base and target customer list.
Prepare/Present (Customer meetings): Prepare and present professional corporate business proposals and presentations. This includes preparing quotes and working with pre-sales for technical presentations.
Training/Sales Meetings: Attend all required sales meetings and training.
Networking: Cultivate and maintain a network of COI’s (center of Influence).
Forecasting: Keep an up-to-date and accurate forecast.
EXPERIENCE/EDUCATION:
- A minimum of 3 -5 years of business to business hunting experience is required.
- Technology sales environment is NOT required.
- Experience with a formal selling system is required.
- Candidates must be able to think strategically, while successfully managing to short term goals.
- Excellent verbal and written communication skills are essential.
- Preferred Education, Experience, and Certifications
- A BA/BS degree is NOT required but is a plus.
Other Duties
Attending monthly training and outside of work ongoing learnings.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee
This role is very mobile. Work will need to be done at home, in the office and on the road. Driving is a requirement.
Each C Spire employee is fully engaged in bringing our strategic vision of personalized wireless to life through:
• Integrity
• Putting our customer at the center of everything we do
• A commitment to surprise, delight and wow our customers at every encounter
• A relentless passion to be the best
• Maximum dedication and effort
• Being open minded and innovative
• An unyielding commitment to quality
• Being assertive, competitive and bold
• A sense of urgency
• Continuous improvement
• Being resourceful, productive and efficient
• Expressing energy, enthusiasm and joy in serving external and internal customers
• An ownership mentality, behavior and accountability
Note: This is a brief description of the Technology Solutions Manager responsibilities and is not limited to those described herein. C Spire management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 3/2019
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At C Spire, we are customer inspired. Every C Spire team member is charged with delivering a world class experience to every customer. Every C Spire team member is charged with living the brand. Responsibilities include operation, maintenance, and performance of the wireless voice and data and fiber transport networks. Note: All levels (I,II,III) of the position are being posted. We will hire based on experience.
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Inspiration happens here.
At C Spire, inspiration is our fuel. Everything we do is inspired by our customers. As an Account Service Representative, you’ll join an elite team on the front-line of our efforts to turn that inspiration into awesome experiences for the customer. Together, you’ll dominate the wireless and Internet industries and reap the awards of achieving your sales goals. The stakes are high. The job is competitive. Such an elite purpose means there’s only room for the most talented team members.
What you will bring:
Your enthusiasm, drive, integrity, and solid work ethic. Effective oral and written communication skills. One year of customer service experience, specifically in fast-paced sales environments and/or providing customer-facing solutions or a 4-year college degree. Also must have a high school diploma or recognized equivalent. Finally, a passion for technology— Your world here will revolve around some of the most powerful technologies on the planet. The more tech-savvy you are, the better.
What we will expect:
We work with passion, drive, and a dedication to results. We expect exceptional customer service while finding the best solutions for each customer. You will have to stay current on the latest devices and plans to be able to provide those solutions. We are looking for enthusiastic, creative team players willing to work most evenings and weekends. You will be the face of the company so you will need to look and act the part.
What you will get:
The sky’s the limit with a lucrative commission structure and $11 an hour base pay. Your performance will become the foundation you use to launch your career in technology.
Do you have what it takes?
C Spire is an equal opportunity employer and does not discriminate on the basis of race, color, religion, age, gender, national origin, disability, union affiliations or any other unlawful criteria.
