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Position Description:
Clearwire's technology changes lives! If you are motivated by having a role where what you do each day directly influences the way people work and communicate, Clearwire may be the company for you!
Clearwire, founded in October 2003 by telecom pioneer Craig O. McCaw, is focused on providing true mobility to our customers. Clearwire customers stay connected using licensed spectrum, thus eliminating the confines of traditional cable or phone lines.
On May 7, 2008, Clearwire Corporation and Sprint Nextel Corporation entered into a definitive agreement to combine their next-generation wireless broadband businesses to form a new wireless communications company to expedite the deployment of the first nationwide mobile WiMAX network.
In conjunction with this agreement Intel Corporation (through Intel Capital); Google Inc.; Comcast Corporation; Time Warner Cable Inc; and Bright House Networks have collectively agreed to invest $3.2 billion into the new company.
Market Support Representative
Create service excellence to both our internal and external customers while continuing to look for opportunities to improve our service and support. This position will work closely with all sales channels, including retail, direct, and indirect sales representatives within assigned major metropolitan market. The Market Support Representative will also support the local management, Clearwire’s customer CARE center and local technical personnel to ensure we are meeting the needs of the market and its customers. The Market Support Representative reports to the General Manager of Sales. This role is the glue that holds this market together!
Responsibilities:
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately
• Gather and assist in the analysis of company provided reports as they relate to customer churn and inventory
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and requests, educate the customer where applicable to prevent the need for future contacts and document the interaction through contact tracking
• Provide quality service and support in a variety of areas including, but not limited to: equipment, coverage and system troubleshooting
• Make proactive customer calls to ensure customer satisfaction and retention
• Assist sales team with incoming requests for new services and facilitate a warm hand off to the respective account executives
• Assist in training all sales channels on operational processes, applications and troubleshooting.
• Partner with technical teams to coordinate truck rolls to the customer’s premise
• Maintain a balance between company policy and customer benefit in decision making
• Assist and/or own inventory tracking, order fulfillment and other duties as assigned
• Serve as a key point of contact and resource for sales and technical teams
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience
• Gather and prepare daily, weekly and monthly sales metrics for multiple sales distribution channels.
• Partner with marketing to research, coordinate and execute marketing campaigns and national programs at local market level
• Assist Sales Management with the creation and management of sales contests for all channels.
• Provide general administrative support including drafting of correspondence, calendar management, meeting coordination, negotiation of contracts for service with local vendors, processing and approving purchase orders and expense reports; etc.
• Support the People Development organization with in market human resource administration and recruiting coordination
• Maintain accurate Clearwire fleet information
• Assist all sales channels with personalization of collateral
• Gather and distribute sales leads and customer contact information
• Other duties as needed and defined by the General Manager
Qualifications:
• 2+ years of experience in a customer service and/or help desk capacity required as a Customer Care Representative, Office Manager, Executive Assistant, Administrative Assistant, Technical Support Representative, Database Administrator, Inventory Manager, Sales Support Representative or related title
• 1+ years PC and IP troubleshooting experience a plus
• Proficiency in all Microsoft Office Applications (Word, Excel, PowerPoint, Outlook etc.) and general knowledge of pivot tables a plus
• Knowledge of technical support issues related to Internet connectivity
• Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner
• Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced, ambiguous environment
• Experience in the planning, coordination and execution of large and small events
• Exhibits enthusiasm, high energy and a tremendous work ethic
• Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced, ambitious environment
• Demonstrated passion for excellence with respect to treating and caring for customers
• Strong decision making and analytical abilities
• Training experience a plus
• Asset management a plus
• Ability to troubleshoot customer issues both face to face and over the phone
• Willingness to visit customer’s homes as appropriate
• Strong detail orientation and communication/listening skills
• Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed
• Highly developed sense of integrity and commitment to customer satisfaction
• Team player
• Strong written and oral skills
• Oracle experience desired
• Drivers License is required
• AA, BS/BA or equivalent experience is desired
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