The Launch Engagement Specialist is responsible for providing a best-in-class customer service experience (White Glove Service) to new on-boarding customers while deepening customer engagement within our HW products and services.

RESPONSIBILITIES:

• Handle high call volume, covering a full range of customer inquiries concerning, new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
• Provide the highest level of customer service and sets the example for White Glove Service.
• Serve as primary support liaison between the Company and new customers.
• Assist customers with setting up new service and scheduling- appointments.
• Possess thorough knowledge of Hotwire Communications product lines and other applications utilized by customers and maintain thorough knowledge of Fision product lines.
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
• Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues.
• Promote and maintain high quality, professional service on every call with every customer.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to speak clearly using grammatically correct English (Other language skills a plus)
• Must have a High School Diploma or equivalent.
• Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
• Strong communication and organizational skills
• Demonstrate personal excellence including punctuality, integrity and accountability
• Ability to demonstrate sensitivity and compassion
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays

Additional requirements for remote positions:

• A quiet workplace so you can focus on delivering excellent service to our customers
• Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s