Store Specialist (Hilo)

specialist, for stores at Mobi

Our hiring commitment 

Here at Mobi, we care deeply about diversity, equity, and inclusion in recruitment, hiring, employment, and advancement.  While all qualified candidates are invited to apply, we particularly encourage applications from all equity-deserving groups, including women, Native Hawaiians and other Indigenous peoples, intentionally exploited communities, persons with disabilities, and persons of marginalized sexual orientations and gender identities.

And we welcome the opportunity to work with applicants requesting accommodations at any stage of the hiring process, and while working with Mobi.  If you require support applying online because you are a person with a disability, please contact us by email at careers@mobi.com or by iMessage, FaceTime, voice, SMS, or relay at 1 808 202-7202.  We are committed to ensuring accessibility and fairness throughout our hiring process — and we’re just as adamant about maintaining that commitment when you join the Mobi team, as well.

Your impact at Mobi 

Customers visit our retail stores for a myriad of things, so your days will be filled with a variety of customer service focused tasks. 

As our specialist for the stores team, you’ll be 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 with Mobi, 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 our sales floor to assist our customers that come through the store doors, or call into the location. 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.

Our union team

In October 2023, Mobi embraced unionization, with representation by the Communications Workers of America. All non-management Mobi team members throughout Hawai’i, in the continental US, in Canada, and México across all departments are represented by CWA Local 9415.

Under Article XIII of the constitution of Hawaiʻi, the first and fourteenth amendments of the constitution of the United States, Section 2(d) of the Charter of Rights and Freedoms of Canada, and article 123 of the constitution of México, we uphold and safeguard the fundamental rights of all Mobi team members. These rights include the freedom to organize, engage in collective bargaining, and be represented. At Mobi, we stand in solidarity, recognizing, respecting, protecting, and deeply believing in these rights.

Your contributions 

• 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. 

Your key responsibilities

There’s no way we could ever map out every single thing you’re going to be learning, teaching, exploring, fixing, breaking, inventing, documenting, analyzing, or roadmapping here at Mobi.  But here are a few things that come to mind that you’ll definitely need to think about, at least occasionally:

• 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.

Who we are looking for

We believe in recognizing that each team member at Mobi can gain expertise and experience in formal and informal, traditional and non-traditional ways, and through educational or professional journeys that we might not typically expect, so treat this as a flexible list of possibilities rather than as a rigid list of requirements:

• 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.

Our story 

We believe passionately in the power of people, and in connecting them to who and what matters to them in a way that we can be proud of as a company and team.  We believe in our vision of what a wireless provider can and should be when it comes to accessibility and experience, and we believe we must strive to always do better.  We are proud to help connect thousands of families, friends, and colleagues across Hawaiʻi every day — and especially because of the trust our community places in us to help them stay connected with the people they love, we know that Aloha means so much more than just “hello.”

At Mobi, people, innovation, and fairness make up the values that matter most to us as a company and team.  People are at the core of what we do, and why we do it — we believe fiercely in our team, we care deeply about our customers, and our communities are close to our hearts.  We are driven by the belief that we can always do better — and we hold ourselves accountable to act on that commitment.  And we wholeheartedly believe that mobile services should not be a privilege, and should instead be accessible and affordable for everyone. 

Sure, we sell phones and plans.  But that is a means to an end.  Helping customers stay connected to the people that matter most to them is central to our mission — and that is why we care so much about what we do, and why we make every decision with our customers in mind.

Although a lot has changed in wireless and at Mobi since we first launched in Hawaiʻi in 2005, we are working hard to change the landscape of what a wireless provider should be, both for our customers and for our team members.  We are growing — and we hope this is where you come in to help!

Salary : $18