Inbound Customer Support Representative

Position Overview

VXI is seeking highly motivated and qualified Customer Service Representatives to work full-time on-site in Morrow, GA at our world-class contact center. In this role, you will provide exceptional support to our client’s subscribers—including public safety agencies, emergency service personnel, and law enforcement—by addressing inquiries, troubleshooting technical issues, and ensuring overall customer satisfaction.

Key Responsibilities

• Customer Support: Respond to incoming calls, addressing subscriber inquiries, concerns, and technical issues in a timely, professional manner.
• Troubleshooting: Diagnose and resolve technical problems related to devices, services, and applications with clear, step-by-step guidance.
• Account Management: Assist customers with activating new lines, updating account details, processing billing inquiries, and providing plan information.
• Product Knowledge: Maintain a comprehensive understanding of the client’s offerings, network capabilities, and promotions, ensuring accurate information delivery.
• Escalation and Collaboration: Escalate complex issues to higher-level support or appropriate departments while thoroughly documenting customer interactions.
• Quality Assurance: Adhere to call center guidelines and service-level standards, consistently striving to meet individual and team performance metrics.
• Documentation and Reporting: Keep accurate records of customer interactions, inquiries, complaints, and resolutions using designated software systems.

Required Qualifications

• High school diploma or equivalent. Additional education or relevant certifications are a plus.
• Prior experience in customer service or call center environments is preferred.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly.
• Excellent problem-solving skills and the ability to remain calm in challenging situations.
• Familiarity with mobile devices, smartphones, and wireless networks.
• Proficiency in using computer systems and software applications for data entry and documentation.
• Ability to multitask, manage time effectively, and work in a fast-paced environment.
• Flexibility to work shifts, including evenings, weekends, and holidays.

Benefits & Perks

• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Abundant Advancement Opportunities
• Cell phone benefits - $25/month per line for unlimited phone, text and data (Restriction may apply).
• Referral for Life Program ™ – Receive a residual bonus every pay period.
• Operating Hours: Monday-Sunday from 8am-11pm EST (Availability during Saturdays, Sundays, and holidays is required).
• Training: 3 weeks of in-class paid training and 2 weeks of on-the-phone paid training (Attendance is 100% mandatory).