Wireless Specialized Support Representative/Customer Service

Job Responsibilities:   Resolves complex escalated customer issues referred through Sprint Nextel Sales Managers, Directors, AVPs, Executive Management and Account Executives in all channels and other support groups within Sprint Nextel. Performs required research and follows up to provide resolution to customers and various Sprint Nextel contacts. Builds and maintains strong partnering relationships within Nextel to resolve customer issues. Negotiates with different levels of responsibility and authority within various types of companies to resolve escalations to the customers? satisfaction. Customer service advocates for all CARE activities serving our Specialized Care designated customers. One point of resolution to Telecom Manager and Program administrators of these accounts. This position is accountable for the account?s satisfaction with service but it may utilize other resources within Sprint Nextel to resolve problems, respond to requests and implement solutions. The nature of this role is to provide total account and relationship management with respect to service. The position requires improving revenue growth, reducing churn extending customer life cycle and delivering customer loyalty.

Minimum Qualifications:

 

A four-year college degree is preferred, but two years of college or technical school and equivalent work experience may be substituted. The equivalency to a four-year degree and 1-3 years of work experience would be two years of college or technical school and 3-5 years of work experience. Excellent written and verbal skills Negotiation and conflict management skills.Excellent problem resolution skills.Excellent decision making skills.  Ability to multi-task & prioritize

 

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