Kumabe HR is partnering with a phone provider to staff customer experience professionals to assist as the first point of contact for new and existing customers, responsible for providing the best possible experience through troubleshooting and handling all types of inquiries. Whether you’re processing bill payments, helping customers troubleshoot their mobile phones, or helping them get started, you’re always ready to share your knowledge and expertise.
You care deeply and genuinely about customer support, and recognize the role it plays in helping to connect our customers to the people who matter most to them.
Following 2 weeks of paid training, you will join the rest of the team and begin working on the sales floor to assist customers both in person and over the phone. All Customer Store Specialists work a combination of weekdays and weekends. This full-time role will consist of 8-hour shifts that are scheduled across various start-times and statutory holidays.
This is a union position As of October 2023, with representation by the Communications Workers of America. All non-management team members throughout Hawai’i, in the continental US, in Canada, and México across all departments are represented by CWA Local 9415.
Expectations:
● Come to work every day with a great work ethic and get-it-done attitude, to help guide our customers through their inquiries and educate them on our products and services
● Leverage your thorough knowledge of our brand and products to analyze customer needs, and ensure customers leave our stores with the best solution for them
● Be the friendly and helpful voice of the company to deliver the best customer interactions while supporting our daily business operations
● Tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth
● Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through collaboration and teamwork
● Work across all channels and departments in order to provide our customers with the best service that fits their everyday needs.
Responsibilities:
● Provide complete and personalized wireless solutions to customers that are best suited to their needs, and help connect them to the people who matter most to them
● Quickly identify, and efficiently provide solutions to customer billing, technical and/or account issues while efficiently navigating through multiple internal systems to implement solutions and update records.
● Communicate effectively with customers using our Mobi Communication standards and voice both in person and through our various company communication platforms
● Send detailed and written communications to customers to recap details of interactions, and update internal customer records with detailed and clear notes across various platforms.
● Support projects that will add value to the customer service team (ex. best practices, documentation, etc.); carry out other customer service and team related tasks and projects as assigned
● Engage and actively participate in continuous learning and development, maintain familiarity and stay up-to-date with policies and processes of the Customer Experience team
● Help with the opening and closing procedures for the store and assist with the day-to-day operational needs of the business
● Work with and support our Customer Experience teams across multiple locations with customer account inquiries and escalations. Take initiative and ownership of the customer experience
● Stay up-to-date on the latest wireless and mobile technologies, such as cellular, Wi-Fi, data devices, Android and iOS operating systems, as well as third party applications
● Follow cash handling procedures. Operating a cash register and facilitating transactions from customers with cash or credit cards.
Preferred Criteria:
● You genuinely care about customer support, are excited to be a brand ambassador in all your interactions, and understand that everything you say and do will have an impact on the customer’s experience
● You have customer service experience, and love helping and talking to people
● You are great at problem-solving via phone or email, are a great multitasker, and are able to document all of our customer interactions in our various internal systems and platforms
● You’re passionate about wireless and mobile technologies, consider yourself tech-savvy, and have the aptitude to learn and adapt to new technologies
● You possess great soft skills, have superior verbal and written communication skills, can write friendly and accessible emails, and are a people person with a great work ethic
● You exhibit diplomacy, tact and poise under pressure when working through customer issues and concerns
● You’re open to working at other locations as needed, and able to work flexible shifts, including evenings, weekends and holidays
● You exhibit a go-getter, team player attitude at all times and maintain a positive position throughout your work day.
Experience comes in many forms, many skills are transferable, and passion goes a long way. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team. If your experience is close to what we’re looking for, please consider applying.
Kumabe HR is the leader in staffing and human resources consulting in the state of Hawaii with a focus on temporary staffing, executive recruitment and human resource solutions. Expertise in these areas enable Kumabe HR to work with client organizations to reach their business objectives and realize their success. The Kumabe HR team brings extensive human resource knowledge to facilitate both current and future talent needs that provide our client organizations with an enviable competitive edge.
We have a deep understanding of the local business community, the recruiting environment, and Hawaii’s rich unique culture and management style. Our recruiting team has an extensive network of local and national sourcing channels and leading edge technology that enable us to find the best talent available for companies in the Hawaiian Islands. Our team boasts 65 years of HR, Recruiting, and Staffing expertise with many holding advanced degrees in human resource management. We are proud and committed to the work we do and the clients that we serve. Kumabe HR is uniquely positioned to not only find the next A-Player for your organization, but also evaluate that candidate’s background, personality, goals, and career aspirations to help promote a long-term “fit.”
For more information, visit our website: http://www.kumabehr.com/
Job Type: Part-time
Pay: $19.00 per hour
Shift:
Weekly day range:
Work setting:
Work Location: In person