Cellcom is an innovative wireless company that operates its own regional network to provide service for its customer base throughout Wisconsin and Upper Michigan. The company is respected for its long-standing reputation of delivering extraordinary customer care and being a strong community partner. As a subsidiary of Nsight, Cellcom is part of a family of companies offering complete telecommunications services.

The Customer Loyalty Specialist will work effectively to retain customers who are looking to leave Cellcom by providing an extraordinary customer experience and embracing the use of empowerment to develop creative solutions meeting both the customer and business needs. Create and enhance customer loyalty through both proactive and reactive inbound and outbound calling initiatives. Will attempt to re-acquire customers, through win-back inbound and outbound calling strategies for customers, who have left Cellcom.

· Works in a contact center environment to effectively retain customers by creating custom solutions that are cost effective.

o Uses empowerment to meet the needs of the customer while balancing revenue and company growth.

o Responds to ‘just in time’ incoming retention opportunities, largely via ACD telephone. Other incoming retention opportunities may be via a ticket queue, written correspondence, email, from corporate store employees or indirect agents, etc.

o Investigates and troubleshoots customer issues by collaborating with other departments such as Technical Support, Engineering, etc. with the intent to resolve the issue and/or provide custom solutions in order to retain or win back the customer.

o After listening to the customer, recommend products and services based on the needs and interests of the customer.

o Works towards diffusing upset, angry and unhappy customer situations.

o Stays abreast of best uses for each of the tools in your toolbox and frequently solicit more tools.

· Places proactive outbound calls from personal work queue, for specific initiatives to create customer loyalty.

· Completes all appropriate follow-up activities including, but not limited to, documenting all calls, entering comments or changes in the system, opening service tickets, reaching out in follow up to customers, and sharing information with internal departments as necessary.

· Captures, shares and reports reasons for service terminations, customer trends, customer feedback, competitive offerings, and valuable information that can be learned from customers.

· Perform additional related duties as requested or required

· Associate degree or educational equivalent.

· Minimum two years customer retention, customer service or retail sales experience.

It would also be helpful to have…

· Bachelor’s degree; experience in wireless industry with a focus on customer retention, customer service or troubleshooting. Al

Allison.tarlton@nsight.com.com

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Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at recruiting@nsight.com.