Part-time Cell Phone Program Specialist

Part-Time PERA Cell Phone Program Specialist Position Summary 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.