Senior Specialist

Joining Cellcom: Cellcom is an innovative wireless company that operates its own regional network to provide service for its customer base throughout Wisconsin and Upper Michigan. The company is respected for its long-standing reputation of delivering extraordinary customer care and being a strong community partner. As a subsidiary of Nsight, Cellcom is part of a family of companies offering complete telecommunications services.

Job Summary: Provide support to Customer Loyalty and customer operations, focusing on retention efforts and creating customer loyalty. Assist team members with retention inquiries, educating and guiding them to retain customers through cost-effective solutions. Handle escalated calls professionally, aiming for win/win outcomes using empowerment, and track, trend, and analyze relevant data for reporting. Represent Customer Operations on projects and perform other duties as required. Responsibilities: Drive the retention strategy and efforts within the customer loyalty team and across customer operations. Educate, train, and support team members on retention efforts, tools, and actions. Handle escalated situations professionally, achieving win/win outcomes through empowerment and education. Track, trend, and analyze retention efforts, success rate, and costs. Back up the Team Lead, provide guidance and leadership support, and maintain process integrity. Requirements: Working the 9:00am-5:30pm shift High School Diploma or equivalent required; Associate Degree preferred. Minimum three years in a customer-facing position within Cellcom. One year of prior experience with retaining customers/building loyalty. Experience training, coaching, and mentoring adults preferred. Strong interpersonal, communication, and conflict resolution skills. To view our competitive benefits, click here!
Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.
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