Market Support Representative - Tacoma* / 08-2385

Position Description:

Market Support RepresentativeIn this role you will drive service excellence by responding to Clearwire customer’s and market needs and by continuously looking for opportunities to improve our service and support. This person will work closely with the local management and sales team, Clearwire’s customer CARE center and local technical personnel to ensure we are meeting the needs of the market and its customers.Job Responsibilities: • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately. • Gather and assist in the analysis of company provided reports as they relate to customer churn and inventory.• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and requests, educate the customer where applicable to prevent the need for future contacts and document the interaction through contact tracking.• Provide quality service and support in a variety of areas including, but not limited to: equipment, coverage and system troubleshooting.• Make proactive customer calls to ensure customer satisfaction and retention.• Assist sales team with incoming requests for new services and facilitate a warm hand off to the respective account executives.• Assist in training all sales channels on operational processes, applications and troubleshooting.• Partner with technical teams to coordinate truck rolls to the customer’s premise.• Maintain a balance between company policy and customer benefit in decision making.• Assist and/or own inventory tracking, order fulfillment and other duties as assigned.• Serve as a key point of contact and resource for sales and technical teams.• Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience.• Gather and prepare daily, weekly and monthly sales metrics for multiple sales distribution channels. • Partner with marketing to research, coordinate and execute marketing campaigns and national programs at local market level.• Assist Sales Management with the creation and management of sales contests for all channels.• Provide general administrative support including drafting of correspondence, calendar management, meeting coordination, negotiation of contracts for service with local vendors, processing and approving purchase orders and expense reports etc.• Support the People Development organization with in market human resource administration and recruiting coordination.• Maintain accurate Clearwire fleet information.• Assist all sales channels with personalization of collateral.• Gather and distribute sales leads and customer contact information.• Other duties as needed and defined by the General Manager.Minimum Qualifications:• 2+ years of experience in a customer service and/or help desk capacity required.• 1+ years PC and IP troubleshooting experience a plus.• Proficiency in all Microsoft Office Applications (Word, Excel, PowerPoint, Outlook etc.) and general knowledge of pivot tables a plus.• Knowledge of technical support issues related to Internet connectivity.• Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner.• Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced, ambiguous environment.• Experience in the planning, coordination and execution of large and small events. • Exhibits enthusiasm, high energy and a tremendous work ethic.• Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced, ambitious environment.• Demonstrated passion for excellence with respect to treating and caring for customers. • Strong decision making and analytical abilities.• Training experience a plus• Asset management a plus• Ability to troubleshoot customer issues both face to face and over the phone. Willingness to visit customer’s homes as appropriate.• Strong detail orientation and communication/listening skills.• Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed. • Highly developed sense of integrity and commitment to customer satisfaction. • Team player.• Strong written and oral skills.• Drivers License is required.• AA, BS/BA or equivalent experience is desired.