The Part-Time PERA Cell Phone Program Assistant provides customer service and administrative support for the PERA Cell Phone Program. This position assists employees, retirees, and family members with Verizon and T-Mobile wireless services, including new lines, upgrades, device orders, billing inquiries, and account maintenance. The ideal candidate must be highly organized, customer-focused, and able to multitask in a fast-paced environment.
Essential Duties and Responsibilities
Assist customers with Verizon and T-Mobile wireless services.
Process new line activations, device upgrades, and device replacement requests.
Submit and track orders for smartphones, smartwatches, tablets, and accessories.
Work directly with Verizon and T-Mobile representatives to resolve customer issues and order-related concerns.
Follow up with customers regarding service requests, device orders, activations, and account changes.
Monitor vendor communications and provide timely updates to customers.
Answer incoming calls on the PERA Cell Phone Program rotary line.
Respond to customer emails and inquiries in a professional and timely manner.
Provide customers with current pricing, plan information, promotions, and upgrade eligibility dates.
Assist customers with number transfers, activations, and service changes.
Research and resolve customer account issues by working with wireless carriers and internal departments.
Document customer interactions, requests, and follow-up activities in CRM.
Maintain accurate customer records and account information.
Perform other duties as assigned.
Knowledge, Skills, and Abilities
Strong customer service and communication skills.
Ability to effectively work with customers, vendors, and internal departments.
Ability to manage multiple tasks and priorities simultaneously.
Strong organizational and follow-up skills.
Ability to work independently with minimal supervision.
Proficient in Microsoft Outlook, Word, Excel, and CRM systems.
Detail-oriented with excellent problem-solving skills.
Ability to learn Verizon and T-Mobile wireless products, services, and processes.
Ability to handle confidential customer information with professionalism and discretion.
Qualifications
High school diploma or equivalent required.
Previous customer service, call center, telecommunications, or administrative experience preferred.
Experience handling customer accounts, orders, and upgrades preferred.
Work Environment
Fast-paced customer service environment.
Frequent interaction with customers through phone, email, and in-person communication.
Requires the ability to multitask and manage a high volume of calls, emails, and customer requests.
Part-time position with flexible scheduling based on business needs.
Key Success Factors
Delivers exceptional customer service.
Maintains strong relationships with customers and wireless vendors.
Ensures accurate and timely processing of orders and requests.
Effectively follows up on outstanding customer and vendor issues.
Supports the PERA Cell Phone Program's commitment to providing quality service to SRP employees, retirees, and their families.
Please Note: Successful candidate will need to pass a background check prior to being on-boarded.