Wireless/Mobility Customer Experience Representative

Have you provided technology support to customers for at least 2 years?

Our Wireless Customer Service team is growing, and we need someone who can combine these strengths with technical skills to ensure a high-level customer experience. Our customers come first! We are looking for someone who will empathetically listen, rapidly interpret customer needs, and utilize effective interpersonal skills to deliver satisfying solutions that are aligned to corporate customer principles.

• Providing excellent customer support and helpdesk solutions for corporate clients
• Interacting with corporate clients by phone and email
• Managing a busy email inbox
• Approaching customer service enthusiastically
• Effectively communicating with customers and ensuring timely resolution of issues
• Answering incoming phone calls; resolving mobile product and service problems
• Troubleshooting mobile device issues with end users and clients
• Helping corporate clients activate add email to mobile devices
• Tracking helpdesk cases and logging solutions into Salesforce
• Opening tickets with carriers and escalating accordingly
• Helping to maintain inventory of devices for our customers
• Prioritizing well, showing energy when reacting to opportunities, displaying urgency to meet deadlines
• Processing phone shipments received for new and existing clients
• Managing mobile device accessory inventory supply and distribution
• Continuously looking to improve service quality

• Excellent communication skills, both written and verbal; must be clearly understood over the phone to provide customer support
• Capacity to work in a fast-paced, highly demanding position inside the office and at home office
• Positive attitude and composure during stressful times
• Integrity and dependability
• Resilience and flexibility in problem solving
• Empathy
• Attention to detail
• Ability to manage competing priorities and shift from one task to another easily
• Comfortable with mobile technology and familiar with common programs such as Microsoft suite
• Service mentality and desire to truly help others (clients and team members)
• Bachelor’s degree preferred, but not required

• If local to Annville, Pa., hybrid schedule of 3-4 days remote work from home and 1-2 days in corporate office.
• Fully remote work from home possible for the right candidate.
• Grudi Associates supports clients across multiple time zones; you will have the option to work 8am-5pm in your local time zone or 8am-5pm EST.
• We conduct quarterly team meetings where we celebrate success, recognize accomplishments, share updates, acknowledge challenges, and have fun through team-building activities.
• We encourage ongoing professional development through online training and classroom learning.
• Our benefits include 401(k) with company match, PTO, paid holidays, medical, dental, vision, group life insurance, wellness reimbursement plan, and student loan repayment plan.
• We have placed in the top 3 of the Best Places to Work in PA awards every year since 2021. Winners are determined through a confidential employee survey.

Why this Job?

• Make a difference
• Do work that matters (to our customers, to our firm, to you)
• Gain new skills
• Learn new technology
• Be a name, not a number
• Work remotely
• Join a winning team

Why this Company?

• We care about our customers.
• We care about our employees.
• We care about the communities where we work, live & play.
• Our work is meaningful and impactful.
• Our industry is growing and dynamic.
• We have world-class partners.
• We have a proven track record of success.
• We are locally owned and managed.