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Technology. Support. Results.

Job Posting

Wireless/Mobility Customer Experience Representative

This is a (Full Time M–F) WFH Hybrid 3–4 days remote and 1–2 days in Annville, PA office.

Overview

Grudi Associates is a leading provider of Managed Mobility, Telecom and IT, we take pride in delivering exceptional service and value. Making good things happen for others is a core principle, externally and internally.

Team members thrive on a highly collaborative, results –oriented culture, which stresses authenticity, achievement and empowerment. Celebrating success and creative team building are top priorities, which contribute to high employee engagement ratings.

A generous compensation package includes wellness reimbursement, student loan pay downs and much more. Plus team members share the pride and satisfaction of making good things happen for others.

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 that will empathetically listen, rapidly interpret customer needs, and utilize effective interpersonal skills to deliver satisfying solutions that are aligned to corporate customer principles.

We conduct Quarterly Team meetings where we celebrate success, recognize accomplishments, share updates, acknowledge challenges and have fun through participating in team building activities.

We encourage on-going professional development through online training and classroom learning.

Our benefits include 401K with company match, PTO, Paid Holidays, Medical, Dental, Vision, Group Life Insurance, Wellness Reimbursement Plan and Student Loan Repayment Plan.

Since 2017, we have engaged a 3rd party company to conduct quarterly engagement surveys. By listening, acknowledging feedback and taking action, our employee engagement scores have consistently increased. Our employee engagement scores consistently rank high, particularly when compared to others in our industry.

  • Providing excellent customer support and helpdesk solutions for corporate clients
  • Interacting with corporate clients by phone and email, Managing a busy email inbox
  • Enthusiastic approach to customer service
  • 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 up to date inventory of devices for our customers
  • Prioritize well, showing energy when reacting to opportunities, instills urgency to meet deadlines
  • Processing delivered phone shipments received for new and existing clients
  • Managing mobile device accessory inventory supply and distribution
  • Continuously looking to improve service quality
  • And various other responsibilities
  • 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
  • 1-2 years of relevant customer service experience
  • Bachelor’s degree preferred, but not required
  • Willingness to learn and work on a team
  • In addition to a competitive base salary, you would receive:
  • Medical, Vision and Dental
  • 401(k), Company Match
  • Group Life Insurance
  • Paid Time Off
  • Paid Holidays

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