Customer Solution Specialist

$33,280 - $37,440/Yr

Clear Rate Communications - Troy, MI

Full-time - Entry Level

Troy, MI

Telecommunications

About the position

As a Customer Solution Specialist at Clear Rate Communications, you will provide elite, real-time troubleshooting support to customers through inbound calls, emails, and chats. The role focuses on resolving customer issues on the first call while ensuring a world-class service experience. You will be responsible for assessing customer needs, assisting with device setups, explaining features, managing account information, and suggesting product upsells.

Responsibilities

• Build customer relationships via inbound calls, email, and chat.
• Interact with a diverse demographic of customers daily to identify their needs and provide technical solutions.
• Appropriately handle and maintain customer proprietary information in accordance with outlined Standard Operating Procedures.
• Assist in placing new service orders, existing change orders, service transfers, and refunds.
• Stay up to date with telecommunication product knowledge, pricing plans, and service features through continuous learning and self-development.
• Work in a team environment to promote yourself and the team as the clear choice for customers to do business with.
• Document all customer interactions.
• Follow established call center scripts and processes.
• Meet personal and team goals and metrics.
• Attend trainings to maintain up-to-date skills and knowledge.

Requirements

• High School Diploma and general education required; Bachelor's Degree preferred.
• Minimum 1 year proven Customer Support experience or Client Service experience.
• Preferred knowledge of Rev.io, VFO, and CenturyLink platforms.
• Basic understanding of office and computer systems/software (Outlook, Excel, Word, etc.).
• Knowledge of telecommunication products (Wireless, VoIP, Hosted PBX, POTS, DSL).
• Strong soft skills and communication skills.

Nice-to-haves

• Experience with Rev.io, VFO, and CenturyLink platforms.
• Knowledge of telecommunication products.

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Liberal paid time off
• Paid sick time
• Paid holidays
• Paid day off for your birthday
• Paid trip after 10 years of consecutive service
• Book Purchase Program
• Clear Rate Phone/Internet Service Credit
• In-building café with games, pool tables, and a 9-hole putting green
• Free in-building fitness center
• Fun company events and contests throughout the year