NetWolves offers a new view into Enterprise IT. Our proprietary tools, highly skilled people and tailored processes provide a personalized view into our customers' IT Ecosystem. We have the ability to customize solutions based on specific business drivers. NetWolves was established in 1998 and is based out of Tampa, FL.
Full benefits package includes:
- Four medical plans to choose from. The company pays 100% of the cost under the Base plan for Employee Only coverage and shares the cost off all other plans and plan tier enrollments.
- Dental and Vision - 50% of the monthly premium paid for by the company.
- FSA Program
- Company-paid basic short and long term disability and life insurance.
- 401k Retirement Plan with company match.
- Nine paid holidays plus up to two floating holidays.
- Paid vacation and personal time
This position reports directly to the Sr. Manager.
Position Summary:
The Customer Service Representative (CSR) will be responsible for providing exceptional support to our valued customers and managing internal and external relationships. This position requires an understanding of telecom products and services fundamentals, advanced PC and HelpDesk-related application skills and a thorough understanding of job responsibilities. Additional training will be provided.
Growth Paths: Service Management, Account Management, Project Management, Sales
Keys to Success: Customer-Focused: ability to provide a quality of excellence, putting our customers first; Organized: ability to manage and track internal and external communications; Detail-Oriented – precise, focused and able to provide detailed notes and updates.
Requirements:
- 4 years in Customer service experience (Required).
- 2 years of working knowledge in networking and IT helpdesk related skills (Required).
- An understanding of telecom services and products fundamentals.
- Demonstrated ability to identify and resolve customer issues while providing exceptional customer experience.
- Ensure responsiveness is timely to all user-groups.
Responsibilities:
- Adhere to a customer-focused process to support service requests, implementation, and escalation activities.
- Resolve customer service issues in a timely, professional manner.
- Manage external and internal relationships with timely and accurate communications.
- Provide ongoing support for customer’s billing, MACD, and product requests.
- Identify periodic risk assessment of overall process.
- Identify periodic process improvements (based on direct and indirect factors).
- Organize and secure communications documents (written and electronic).
- Ensure customer satisfaction (all user-groups).
Experience and Skills Required:
- Excellent verbal and written communication skills.
- Advanced organization skills.
- Project Management Experience desired.
- Advanced knowledge of MicroSoft Office, specifically Word and Excel.
- Advanced PC and HelpDesk-related application skills.
- Ability to operate in an entrepreneurial environment
his 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.
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- To what extent is your knowledge of the telecom industry?
Experience:
- HelpDesk: 1 year (Required)
Location:
- Tampa, FL 33634 (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: In person
