Launch Support Specialist

Hotwire Communications - West Palm Beach, FL

Full-time - Entry Level

West Palm Beach, FL

Telecommunications

About the position

The Launch Support Specialist at Hotwire Communications is responsible for delivering exceptional customer service both virtually and in person. This role focuses on ensuring that customer documentation is accurately updated and service orders are properly managed. The specialist will also educate customers and assist the Account Management team with service activation processes.

Responsibilities

• Provide the highest level of customer service and set the example for White Glove Service.
• 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.
• Make outbound calls to customers using company systems to schedule service orders and follow-up the day before and the day of the appointment.
• Ensure that scheduled appointments are dispatched and completed in a timely manner.
• Maintain excellent communication with residents regarding any schedule changes.
• Provide concise, clear, and accurate communication to provisioning department regarding any changes/edits to installation appointments.
• Follow documented procedures to close work orders, ensuring all equipment recorded and customer documentation is updated in Amdocs.
• Escalate any issues found related to the project to the Launch Account Manager.
• Review any/all emails and voicemails for the property (outage, customer escalations, etc.) with current and prior follow ups.
• Educate customers on Fision Essentials.
• Conduct account audits and reports.
• Act as a liaison between properties and Launch Account Managers.
• Other duties as required or assigned.

Requirements

• Associates Degree in General Business preferred and/or a minimum of 1 year of operational experience in customer service.
• Minimum of 2 years' relevant work experience in customer service, telecommunications, or technical support.
• Active and clean, non-restrictive, state issued driver's license in State where hired.
• Demonstrate personal excellence including punctuality, integrity and accountability.
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks