SUMMARY: We thrive on connecting people to the things that matter most by delivering an unmatched customer experience, investing in our associates, and creating value for our shareholders. This is a fast-paced organization rooted in celebration, excellence, respect, trust, communication, and family. Working here requires an open mind, collaboration, and willingness to learn.

Customer Service Representatives handle customer questions, concerns, basic troubleshooting and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues. Offer solutions to customers with the objective of retaining customer's business.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet customer and ascertain what each customer wants or needs.
• Recommend, select, and help locate or obtain product based on customer’s needs and desires
• Answer questions regarding our products/services
• Maintain knowledge of current sales and promotions, policies regarding payment and security practices.
• Reconcile daily work and provide end of day reports to leadership team.
• Actively execute the daily operational and day to day goals and priorities assigned by leadership team.
• Adhere to department & company dress code, policies, procedures and protocols.
• May be required to work at retail store locations as a part of cross training.
• Set and achieve goals during each review period.
• Exhibit responsibility in attendance and promptness.
• Handle difficult customer concerns.
• Maintain proper documentation regarding customer follow ups and scheduled adherence.
• Assist with special projects as needed.
• Provide other departmental assistance as needed.
• Attend departmental meetings and participate in training.
• Other duties may be assigned.

COMPETENCY:

To perform the job successfully, and individual should demonstrate the following competencies

• Design – Demonstrates attention to detail and strives for excellence.
• Problem Solving – Identifies and resolves problems in a timely manner
• Interpersonal Skills – We bring energy and passion to our work and always aim to be respectful and communicate openly with team members and other departments
• Written Communication – Able to read, write, and interpret written information while being reliable and transparent
• Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

NECESSARY TRAITS:

• Spirited personality
• Ability to work well with a diverse group of individuals
• Understand role within team but takes initiative
• Ability to work under pressure but maintain a calm and approachable demeanor
• Must be a self-motivated individual that is empowered to make decisions as required.

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED; and
• Minimum of 2 years work experience

COMMUNICATION SKILLS:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.

OTHER SKILLS:

• Ability to sell services in person or over the phone
• Goal oriented and able to achieve established sales quotas and department objectives
• Reliable transportation and willing to work at multiple Docomo retail locations as needed

• Excellent oral and written communication skills
• Excellent telephone etiquette
• Previous cash handling experience required
• Ability to handle multi-task assignments
• Computer literate
• Excellent time management and problem-solving skills.
• Perform other duties as assigned.
• Sense of urgency is a must!

WORK SCHEDULE:

This is a standard full-time role and during select times individual will be asked to work flexible schedule based on department and company needs. Able to work flexible hours, shifts, evenings, weekends and holidays. Must be able to work effectively in a team environment.

PHYSICAL DEMANDS:

While performing the duties of a CSR, associate sits for long periods of time while using their hands frequently to handle, control, or feel objects, tools, or controls. There are repetitive movements. CSR should be able to speak clearly for listeners to understand and be able to understand the speech of other persons. Job requires sedentary work but may exert up to 10lbs of force occasionally.

Docomo Pacific is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.