Customer Resolution Specialist

Why Russell Cellular?

• Health, dental, vision, and life insurance as well as paid sick days and company holidays
• Employer matched 401K after 1 year
• Listed in Inc. 5000's Fastest Growing Private Companies in America for 9 consecutive years and inducted into the Inc. Hall of Fame in 2018
• Employee Assistance Programs
• 800 locations in 43 states employing 2,600 employees
• Verizon Sales discounts and incentives
• Opportunity for growth and advancement through training
• Flexible scheduling
• Community involvement opportunities

Do you enjoy developing others? Are you motivated to answer questions, handle complaints, and provide support for customers? As an Assistant Manager, you will hire and train a team of essential Call Center Representatives, monitor their progress, and coach them to success. You will be a part of a winning culture and fun atmosphere that supports creativity and growth.

What will you do in your role?
The Customer Experience Specialist’s primary focus is to support Russell Cellular's commitment of providing the best experience to every customer, every time. We achieve this by providing a concise and accurate solution by the end of every interaction with our customers.
The Customer Experience Specialist's primary responsibilities involve regular engagement and communication with our customers via phone, specifically those looking to resolve issues that may occur post-sale with RC. Communication will include interactions through phone communications, supporting an inbound customer service number provided during customer escalations, and digital communications, such as digital reviews (Google, Facebook, etc.) and social media.
Communication with management, peers, other departments, sales representatives, and our customers is vital for success. The Customer Experience Specialist will continuously communicate and execute our vision, goals, and expectations. Furthermore, the Customer Experience Specialist will suggest new ideas, think outside of the box, and enhance the current processes. This is how we ultimately give every customer the best experience possible.

Job Responsibilities

The items listed below include a basic description of what the Operations Specialist will be doing on a day-to-day basis, but is not limited to these items:

• Placing follow up calls to customers to provide a possible resolution
• Handling all inbound calls from customers
• Assisting with making exceptions for customer experience
• Dedication to balancing policy and experience
• Working closely with management for resolution and coaching opportunities within the field
• Providing a solution for customer escalations
• Responding to Google/Facebook reviews
• Processing credit to customers’ accounts
• Manage all email communication with customers as needed
• Holding Field accountable with concerns of issues

Russell Cellular is a Verizon Authorized Retailer that has been in business since 1993. We are a part of Verizon's Major program and were awarded Verizon Wireless Partner of the Year for 2018. With over 800 locations, across 44 states, and 2,600 team members, our mission is to provide the best wireless experience to every customer, every time. As you will be the face of our team, we will offer you uncapped earning potential and opportunities for advancement.
Come and join us and be a part of the Russell Cellular success!

Equal Opportunity Employer Statement
Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time