[Hiring] Launch Engagement Specialist @Hotwire Communications

Role Description

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.

Qualifications

• 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.

Requirements

• 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 of 25 MB/s, preferred upload speed 50 MB/s.

Benefits

• 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.