Inbound Customer Support Representative

Position Overview

VXI is seeking highly motivated and qualified Customer Service Representatives for a full-time on‑site role in Morrow, GA at our world‑class contact center. In this position, you will provide exceptional customer service and support to subscribers within a dedicated network for public safety agencies. You will handle inquiries, troubleshoot technical issues, and ensure customer satisfaction. Operating hours are Monday–Sunday from 8am–11pm EST (availability required on weekends and holidays). You will also complete rigorous training, including 3 weeks of in‑class paid training followed by 2 weeks of on‑phone training; you must attend 100% of your training.

Key Responsibilities

• Customer Support: Respond to incoming calls regarding inquiries from subscribers, addressing questions, concerns, and technical issues in a timely manner.
• Troubleshooting: Diagnose and resolve technical problems related to subscriber devices, services, and applications, providing step‑by‑step guidance.
• Account Management: Assist customers with tasks such as activating new lines, updating account information, and processing billing inquiries.
• Product Knowledge: Maintain a comprehensive understanding of the client’s offerings, including devices, network capabilities, and features.
• Escalation and Collaboration: Escalate complex issues to higher‑level support while ensuring proper documentation of customer interactions.
• Quality Assurance: Adhere to established call center guidelines, quality standards, and service‑level agreements to deliver excellent customer service and meet performance metrics.
• Documentation and Reporting: Maintain accurate records of customer interactions, inquiries, complaints, and resolutions.

Required Qualifications

• High school diploma or equivalent; further education or relevant certifications are a plus.
• Prior experience in a customer service or call center environment is preferred.
• Strong communication skills, both verbal and written.
• 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.
• 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 for employees – $25/month per line for unlimited phone, text, and data. Restriction may apply.
• Referral for Life Program™ – Receive a residual bonus every pay period.