SMB Customer Service & Sales Assistant
Location: In-Store - 15765 OH-170, Suite 10, East Liverpool, OH 43920
Position Type: Full-Time / Part-Time
Position Overview
Wireless Zone is seeking a detailed-oriented, proactive, and customer-focused SMB Customer Service & Sales Assistant to join our team. In this role, you will serve as a critical bridge between our Small and Medium Business (SMB) clients and our sales team. You will be the go-to specialist for resolving complex service issues, ensuring promotional accuracy, analyzing accounts for optimization opportunities, and following up on sales leads to drive retention and growth.
This position requires a blend of sharp analytical skills, exceptional problem-solving abilities, and a warm, professional communication style.
Key Responsibilities
- Customer Service Escalations: Act as the primary point of contact for SMB account issues. Investigate, troubleshoot, and resolve high-priority customer service escalations efficiently to maintain high satisfaction and trust.
- Promotional Fall-Out & Fixes: Audit accounts to identify promotional discrepancies or billing errors ("fall-out"). Work directly with carriers and internal systems to apply corrections, credits, and systemic fixes.
- Account Analysis: Conduct comprehensive account reviews for existing SMB clients. Identify opportunities to optimize their wireless plans, add valuable features, or recommend hardware upgrades that better fit their business needs.
- Sales Follow-Up: Partner with the sales team to follow up on recent transactions, open quotes, or inbound inquiries. Ensure a seamless onboarding experience for new business accounts and cultivate long-term client relationships.
- Administrative Support: Maintain accurate documentation of customer interactions, adjustments, and resolutions within the CRM system.
Qualifications & Skills
- Experience: 1–2 years of experience in customer service, account management, or sales support (experience in the wireless, telecom, or technology industry is highly preferred).
- Problem-Solving: Exceptional critical thinking skills with a proven ability to untangle complex billing or promotional issues.
- Communication: Strong verbal and written communication skills, with a professional phone and in-person presence suitable for business clients.
- Technical Savvy: Proficiency with CRM software, account management portals, and standard office software (Excel/Google Sheets for basic account data analysis).
- Detail-Oriented: An eagle eye for data entry accuracy and checking the "fine print" of promotional requirements.
- Team Player: Ability to work collaboratively with retail store teams and outside sales executives.
What We Offer (Compensation & Benefits)
- Hourly Wage: $19.00 per hour plus performance-based incentives.
- Health Insurance: Comprehensive medical, dental, and vision coverage options.
- Retirement: 401(k) plan with company match to help you build your future.
- Paid Time Off: Paid vacation time, sick leave, and designated holidays.
- Training: Full corporate and hands-on training on wireless systems, carrier promotions, and SMB tools.
- Environment: A supportive, energetic, and team-oriented work environment with clear paths for career advancement.
Pay: From $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- direct B2B sales: 1 year (Required)
Work Location: In person
