Account Representative

| Greater Boulder Area
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Mobile Citizen, a Voqal initiative, is advancing social equity through access. Mobile Citizen aims to help bridge the digital divide by reducing the costs associated with internet access for schools, nonprofits and social welfare agencies, allowing organizations to invest more in their mission and the people they serve.

We are currently looking for an Account Representative to join our dynamic, growing team.

The Mobile Citizen Account Representative will work in a team environment within the Operations department. This position will maintain relationships with existing Mobile Citizen customers while supporting the growth of accounts. The Account Representative will take calls, field questions, troubleshoot issues, maintain data integrity on accounts, and contribute to building processes, procedures, and policies related to their department.

This position is responsible for staying current on all Mobile Citizen products, keeping all customer records up to date, for ensuring that customer needs are met in a timely manner and following organizational privacy guidelines. The Account Representative will create quotes, process credit card payments, update customer records, and ensure overall customer satisfaction

Requirements:

  • GED or high school diploma required.
  • Bachelor’s Degree in business administration or related field preferred.
  • Bi-lingual English/Spanish speaker highly desired.
  • 1-3 years of experience as a customer care or account representative.
  • Salesforce.com experience a plus.

Responsibilities:

  • Provide exceptional customer care to Mobile Citizen Direct Customers and/or Mobile Citizen Reseller partners and their end users.
  • Answer customer care phone calls, chats and emails and serve as first responder for customer care issues.
  • Track all customer care issues in Salesforce.com database and keep all customer accounts up-to-date in database.
  • Understand Mobile Citizen offers and products, be conversant in basic technical knowledge and equipment activation processes.
  • Fulfill all customer care obligations by following established policies and procedures and contribute to the development and updating of those policies and procedures by providing productive feedback and input to build more efficient processes.
  • Meet and exceed customer care goals and metrics.
  • Communicate effectively with customers both verbally and in writing.
  • Re-provision devices as needed.
  • Understand Mobile Citizen offers and products, be conversant in basic technical knowledge and equipment activation and provisioning processes.
  • Assist with testing and feedback sessions on Mobile Citizen and provider databases.
  • Manage renewal processed, including campaign development, metric reporting and escalation of issues.

If you are passionate about a career that allows you to positively impact society, then join the Voqal team and be the call for change.

The hiring range for this position is: $19.00/hr. DOE. In addition we offer a competitive benefits package including: medical, dental, vision, paid time off, 11 holidays, and retirement.

For more information, visit www.voqal.org or www.mobilecitizen.org. EOE.

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