Customer Support Specialist - Orbitel Communications LLC

Orbitel Communications, LLC, is looking for an energetic person who is willing to work hard and grow with our company. The Customer Support Specialist is responsible for providing sales, billing, retention, and technical assistance to both team members and customers. This role ensures compliance with company standards by monitoring and measuring customer service interactions. The ideal candidate demonstrates problem-solving capabilities, enhancing processes and overall support quality. If you are looking for a place to grow and a friendly working environment, then Orbitel is the place for you!

Rate: $19-$21/hour

Responsibilities Include:

• Provide sales, billing, retention, and technical support to team members and customers.
• Monitor, review, and score customer service calls to ensure quality standards are met.
• Handle escalated customer issues and resolve them efficiently.
• Process orders, manage customer accounts, and update customer information.
• Set and monitor daily/weekly performance goals for the team.
• Follow up with customers to ensure satisfaction and resolve outstanding concerns.
• Provide best business practice guidance to the team.
• Offer outstanding customer service through phone, email, chat, and in-person interactions.
• Facilitate team building and maintain positive interdepartmental relationships.
• Collaborate with dispatch and field teams to address area-specific issues.
• Promote quality customer service across all touchpoints (phone, chat, email, text, and social media).
• Establish and manage team efficiency using call queue statistics.

You will need to have:

• 2+ years of experience in customer service or support roles.

Even better if you have:

• 3+ years of call center leadership experience.

Benefits:

• Family medical (3 plans to choose from), dental, and vision
• Company funded HSA
• Company paid short-term disability
• Company paid long-term disability with voluntary option
• Company paid parental leave
• Company paid life, as well as voluntary policies
• 401(k) with generous company match
• Paid time off
• Volunteer paid time off
• Paid holidays

When you join Orbitel...

You'll be joining an award-winning company and team.  We believe in giving back to the community and we want our employees to have the opportunity to do so, as well.  We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential.  For more information, go to www.schurzchoice.com. 

Schurz Communications and its subsidiaries strategic objectives:

• We will attract, invest in, communicate with, and retain top talent. 
• We will innovate, partner, experiment and create a better future together. 
• We strive to continuously improve operating performance to ensure sustained growth. 
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships. 

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is:

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Ability to lift 25 lbs.
• Ability to work while seated for prolonged periods of time
• Ability to wear telephone head set for prolonged periods of time
• Ability to at times work remotely and independently from satellite office

This employee generally works in an indoor office environment.