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.
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
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
