Job: Sales Support Specialist

• Effectively process and complete port in and out transactions received from all channels within regulated time.
• Performs data entry of individual account payment processing for retail and indirect channels to ensure the integrity of the billing system and the customer’s monthly charges.
• Responsible for the protection and generation of revenue.
• Responsible for handling escalated telephone and email inquiries from Pocket Communications customer base.
• The Sales Support Specialist will also handle ESN Swaps, Phone number changes, changes to account information and issues with account provisioning.
• As needed the Sales Support Specialist will handle inbound telephone and email inquiries from the Pocket Communications customer base.
• The goal is to take care of retail/indirect customer questions, complaints, escalations , trouble-shooting, porting and billing questions for the retail/indirect channel and provide one call resolution

Essential Duties and Responsibilities:
• Meet quantity and quality goals as assigned.
• Demonstrate continued and consistent proficiency in skill sets utilized within a Call Center. Take call for all special products
• May take other customer service calls
• Handset support and trouble-shooting
• Work with Operations to ensure that handsets are updated and handset support tools are up to date
• Receive and process incoming calls and/or email as needed to ensure service levels are maintained.
• Make financial decisions to protect/collect revenues and adjust customer accounts.
• Obtain, enter and verify customer information.
• Support and backup sales and retail/ dealer operations i.e. activating accounts, taking customer payments, programming handsets, etc.
• Utilize computer-based and operations systems to initiate and complete service orders, process purchases /payments and update or enter customer information.
• Process all port in and port out requests in an efficient and timely manner
• Interact via phone or email with other cellular/landline carriers to discuss porting issues and resolutions
• Support all channels with questions and information regarding porting and porting issues
• Submit, troubleshoot, respond and complete Syniverse Trouble Tickets
• Follow FCC regulations and Trading partner agreements for porting completions
• Perform as required research of existing account for over/under payment verification
• Create correspondence for customer that contains payment dates and/or payment release data for banking institutions
• Contact banking institutions for release of funds, verification of funds received and/or cancellation of funds withdrawn for customers
• Submit completed refund data forms to Sales Audit in support of Retail Sales refunds when received by customer care
• Perform daily bank deposit
• Contacting customers when Auto-Pay fails to collect
• Perform account verification
• Contact Customer for payment verification
• Reprocess payments of credit card and check payments when Contact Center processing error occurs
• Process business to business account payments
• Complete other tasks as assigned by customer care management

• 1 year call center customer service experience.
• Professional telephone skills to include good listening skills and good oral communication skills.
• Ability to use web based tools.
• Demonstrate proficiency in typing and grammar.
• Ability to define problems, collect data, establishes facts and recommend solutions.
• Working knowledge of basic computer operations.
• High energy, self-motivated, detail-oriented with good organizational skills.
• Ability to work under pressure.
• Maintain a professional, courteous image.
• Ability to work flexible schedules.