Customer Support Representative (CSR)

Customer Service Representative

You are a great fit if...

You are a customer-centric professional with strong attention to detail and customer service skills and have the ability to execute. You are a strategic thinker who is articulate and a self-motivated problem solver. You are comfortable collaborating with various stakeholders (customers, partners, and internal teams), assessing outcomes, and making recommendations. You smile in the face of ambiguity, welcome the opportunity to manage multiple streams, and look for opportunities to create win-win situations for all parties involved.

About us

The people at Nuvo Solutions are passionate about their work and are driven by results and their values. Each and every day we strive for excellence. Our work environment is equal parts casual and professional. We’re serious about our business and delivering the best service to our customers, and we also make it a priority to keep things fun and exciting. We believe in collaboration, mutual respect, open communication, and continuous growth.

Our Core Values

• Be Accountable
• Consistently Courteous
• Serve Others First
• Socially Responsible
• Deliver Quality
• Grow or Die
• Be Courageous

Your Role

As a Customer Service Representative, you are responsible for establishing and building customer relationships to promote customer retention and loyalty. While you ensure customers are satisfied with the company’s products and services this means providing high-level support and work to resolve any customer dissatisfaction.

As a Customer Service Representative, you will be responsible for the end-to-end management of customer offers. You will have a deck of accounts assigned to you and work closely with them to insure they always have what they need. You will work closely with all departments to ensure full understanding of services, promotions, and products offered and that they are created and launched to a high level of quality that align with Nuvo Solutions’ core values and focus.

Responsibilities

• Manage all aspects of the customer relationship including customer service, order placement, relationship development, subscription renewals, capturing notes, and developing status reports as required
• Manage and enter inbound sales orders into the carrier Order Entry System
• Serve as the subject matter expert and/or primary liaison between the solutions team and the customers
• Keep up-to-date with all carrier certifications and requirements
• Develop and cultivate strong relationships with key customer contacts (executive and operational) in order to achieve a trusted adviser status
• Investigate and solve client queries; handle client complaints in a timely manner and deescalate, when necessary
• Provide ongoing status and feedback to client stakeholders on all outstanding issues and requests
• Own the issue escalation process for clients and ensure that proper analysis, resolution and communication has occurred and been documented
• Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall customer experience
• Notify customers about new products and benefits when applicable
• Breakdown and analyze customer bills
• Meticulous data entry

Requirements

• An understanding of the sales process and embedded sales methodology
• A deep understanding of the wireless industry
• Verizon Order Entry System experience
• Proficiency using CRM Order Entry systems
• A start-up mode mentality
• A proactive go-getter with a winner mentality
• Aggressive, persuasive, persistent attitude
• Customer-facing and consultative account management experience is preferred
• Experience managing and growing SaaS and/or subscription revenue within existing customer relationships is a plus
• Strong communication skills and the ability to examine, synthesize, and present data to various stakeholders (customers and partners)
• Exceptional verbal and written communication and presentation skills. Must be able to effectively articulate a unique value proposition that resonates with customer needs
• Comfort and ability to engage with and articulate value propositions to C-Level executives
• A successful track record of engagement with multiple customers and points of contact
• Attention to detail and the ability to prioritize, organize, and operate in a fast moving, entrepreneurial start-up environment
• Comfortable managing the contracts and negotiations process within various stakeholders (e.g. customer, procurement and finance)
• Superior analytical, documentation, negotiation, leadership, and interpersonal skills
• Familiarity in working with Salesforce, Microsoft Office and/or Google Workspace
• Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality
• Thorough understanding of company policies and procedures as they relate to this position
• Understand and comply with all job related state and federal laws and regulations
• Previous OMNI/B360/OPUS experience is a huge plus
• Previous fleet management experience is also a plus

Job Type: Full-time

Pay: $36,000 - $49,000 annual

Job Type: Full-time

Pay: $36,000.00 - $47,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $36,000 - $49,000