The Storefront Customer Engagement Specialist provides “white glove” support and service to our customers. The Representative will be responsible for handling a variety of customer service functions including but not limited to bill explanation, accepting payments, returning and exchanging equipment, general issue resolution, in person, on the phone, and through email.

RESPONSIBILITIES:

• Greet customers who visit the storefront and perform general customer service.
• Provide basic troubleshooting for telephone, IPTV, and Internet services.
• Answer questions and provide guidance regarding all Hotwire services.
• Answer the phone in the storefront, providing excellent customer service.
• Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements.
• Serve as primary support liaison between Hotwire Communications and our residential and business customers.
• Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers.
• 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
• Must have ability to work independently and in a team environment

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: 

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

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