Virtual Customer Representative

About The Company

Founded in 1995, Consumer Cellular is a pioneering wireless provider uniquely dedicated to serving Americans aged 50 and above. As an approved wireless partner of AARP, the company has built a strong reputation for offering affordable plans, popular devices, and extensive nationwide coverage. With a customer base of over 4 million subscribers, Consumer Cellular is renowned for its top-rated, 100% U.S.-based customer support and commitment to exceptional service. Headquartered in Scottsdale, Arizona, the company employs approximately 3,000 professionals across various locations throughout the United States. Recognized repeatedly as the most awarded wireless brand for customer service, Consumer Cellular has earned numerous accolades, including ranking #1 in network coverage and customer satisfaction by the American Customer Satisfaction Index (ACSI) in 2024. The company’s growth and success have been highlighted by features on the Inc. 5000 list multiple times, emphasizing its position as one of the fastest-growing privately held U.S. companies. Consumer Cellular’s products and services are available through more than 50 company-owned neighborhood stores, online platforms, telephone support, and retail partnerships with major retailers like Target and Walmart.

About The Role

We are seeking a dedicated Virtual Customer Service Representative to join our team remotely. This role is ideal for individuals who are passionate about delivering exceptional customer support and thrive in a dynamic, home-based environment. As a Virtual Customer Service Representative, you will serve as the primary point of contact for our customers, assisting with inquiries related to cellular devices, billing, technical issues, and account management. Your primary goal is to ensure customer satisfaction by providing timely, accurate, and friendly support, thereby fostering loyalty and trust in our brand. This position offers flexibility in scheduling, allowing you to choose full-time, part-time, or split-shift options, all while working from the comfort of your home. You will be provided with comprehensive training, necessary equipment, and ongoing support to excel in your role. The ideal candidate will possess a friendly attitude, excellent communication skills, and a desire to help others. Residing within 50 miles of our Oklahoma City center is required to facilitate IT support when needed. This role offers an exciting opportunity to grow professionally while contributing to a company that values diversity, teamwork, and customer-centric excellence.

Qualifications

• High school diploma or equivalent
• At least 6 months of customer service experience
• Remote customer service experience preferred
• Basic computer skills, including typing and internet navigation
• Reliable internet connection with minimum upload speed of 20 MB/s and download speed of 100 MB/s (no satellite, Wi-Fi, or cellular data)
• Distracted-free home office environment
• Reside within 50 miles of the Oklahoma City Consumer Cellular facility
• Pre-employment background check and drug screening

Responsibilities

• Respond promptly and professionally to approximately 4+ customer calls per hour across the United States
• Explain cellular phone features, billing details, and general inquiries clearly and accurately
• Walk customers through troubleshooting steps for device issues, including changing SIM cards, downloading apps, and resolving technical problems
• Aid customers with account management tasks, such as adding contacts or updating billing information
• Maintain a high level of organization while managing multiple systems simultaneously using dual monitors
• Work collaboratively with team members, respecting diverse perspectives and strengths
• Adhere to company policies and procedures to ensure consistent, high-quality customer service
• Participate in ongoing training and development opportunities to enhance skills and product knowledge

Benefits

• Flexible scheduling options including full-time, part-time, and split shifts
• Competitive wage of $16 per hour, with opportunities for shift differentials in evenings and weekends
• Paid comprehensive five-week training program
• Affordable benefits package, with coverage options starting at $25 per paycheck
• Opportunity for career growth and advancement within the company
• Work from the comfort of your home, eliminating commuting time and expenses
• Supportive team environment focused on diversity and inclusion