Customer Care Specialist - Mobile, Network & Telecom

As a Customer Care Specialist for QuantumShift by vCom, your experience with mobile, network, and telecom products equips you to provide daily support for your customers. You have enthusiasm for and a great sense of pride in your work and strive to contribute to the overall success of the team at all times. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You enjoy opportunities to problem solve, improve processes, and collaborate with others. You’re driven to face challenges head on with a sense of urgency and follow through to reach resolutions. You contribute your positive attitude and sense of humor to your team daily.

In your first month, you’ll:

• Get to know your team and our products and processes
• You’ll help the team with price requests, customer disconnects, non-revenue change orders
• Become familiar with vCom and QuantumShift Customers
• Learn basic functions of internal systems at vCom (iPath, vManager, and Viki/Confluence)

In your first 3 months, you’ll:

• Strengthen your working knowledge of our products and processes
• Successfully support customers with moves, adds, changes, and disconnects, upgrades, and reterms
• Build deeper relationships with customers and team members

In your first 6 months, you’ll:

• Become self-sufficient in the day-to-day functions of the role, seeking help for complex challenges
• Drive commodity sales
• Master the three internal systems at vCom, iPath, vManager and Viki

What you’ll do:

• Assist customers with Moves, Adds, Changes, and Disconnects
• Process Upgrades & Reterms
• Provide Q&A support for
  • Admin & Feature Questions
  • Billing Questions
• Implement Carrier Price Increases
• Handle ETF Calculations
• Drive Commodity Sales
  • Mobile Migrations
  • Broadband and Internet services
  • Voice products and services
  • SaaS & Collab Licenses

What you’ll bring:

• 2+ years of experience with mobile technologies from AT&T, Verizon and T-Mobile
• 1+ years of experience with telecommunication technologies including Local, Long Distance, Data, Internet, data services
• 2+ years of Client Relations/Customer Service experience
• Proficient with Microsoft Office 365 in a PC environment (Word, Excel, Outlook, etc.)
• Ability to manage fluctuating workload and prioritize various task as needed.
• Strong administration and organization skills
• Excellent communication skills, written and verbal, and adept at interacting with employees at all levels of the organization

It’s also helpful if you’ve got:

• Demonstrated experience with various carriers including facilities-based and non-facilities-based CLECs and ILECs/RBOCs and other large/national service providers
• BA/BS degree or equivalent work experience

Compensation:

• $60,000-$65,000 with additional earnings potential through commission and bonuses, plus vCom's generous benefits package

Anticipated Start Date:

• Between July and October, possibly sooner based on team needs

The Selection Process

• After submitting a resume, qualified candidates will be invited to complete two separate assessments
• Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
• A select group of candidates will be interviewed (rounds of interviews may include the team, the Manager of the Customer Care team, the VP of Operations Management, and the COO)

Why vCom is a match for you and what you’ll love here:

• Culture matters to you. You belong with us. Practice Transparency, Authenticity, & Vulnerability daily.
• You want a career where you are. Our distributed team is closer than ever. Join a team that has been working from anywhere since 2004, staying connected live and within chat group communities.
• You are driven to be a part of a winning team. Our teams our small, but mighty. Be an integral part of a tight-knit group of valueCreators focused on making a positive impact through teamwork.
• You have a growth mindset. We’ve got opportunities to help you grow. Design your career path to fulfill your interests, while achieving business needs.
• You want to have fun at work. We know how to achieve results and have fun together. Deepen bonds with customers and coworkers beyond the daily work.
• You work hard at all you do. Give and receive recognition here. Celebrate peer, team, and org-wide successes.
• Gratitude and giving back are core to who you are. Help us make a difference in YOUR community. Be the change you wish to see by utilizing 8 hours of FREE paid time off to volunteer for an organization of your choosing.
• You take care of our customers. Our benefits take care of you (and your family). Prioritize your wellness - physically, mentally, and financially – with vCom’s generous benefits and wellness programs.

Eligibility

Only those candidates authorized for work in the United States will be considered for employment as we are not sponsoring employment visas for this role.

About vCom

vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of the lifecycle of their IT spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees. We are obsessed with delivering amazing experiences for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 16 years in a row and has been named one of Glassdoor's Best Places to Work (Employee's Choice, Small Business List).

EEO Statement

vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.