Technical Customer Service Sales Specialist

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Who we are:

Silk Worldwide, Inc. is a privately-owned E-commerce focused holding company of Wilson Amplifiers, SignalBoosters, Bolton Technical, Signal Unlimited, and more. We are an Inc-5000 Fastest-Growing Private company five years in a row (and counting) and a Houston Business Journal Fastest Growing Companies in Houston for five consecutive years. We are a leading provider of nationwide commercial signal boosting & wireless solutions featuring cellular, public safety, and Distributed Antenna systems (DAS). Current areas we work in include Manufacturing Facilities, Schools, Hospitals, and Nationwide Retailers. We also work on high-profile, cutting-edge installation projects nationwide.

Position Job Description/Summary:

We seek candidates with technical electronic experience who can troubleshoot and assist our clients in self-installing signal boosters. The position calls for high energy, dedication, attention to detail, timeliness, teamwork, positive attitude, adaptability, self-motivation, reliability, and willingness/ability to learn new technical concepts. We are looking to hire immediately. The position will typically report to our corporate headquarters located in Stafford TX but due to the COVID-19 may work remotely when necessary.

Job Summary:

We are hiring a Technical Customer Service Specialist to manage customer queries, help troubleshoot and help with complaints. You will also be asked to process orders and modifications, and escalate complaints across a number of communication channels. To do well in this role, you need to remain calm when customers are frustrated and have experience working with computers and/or wireless solutions.

What you’ll do:

• Manage large volumes of inbound/outbound calls, chats, and emails in a timely manner
• Provide consultations, recommendations, and pricing to customers based on their needs
• Accomplish targeted performance objectives on a consistent basis
• Process all returned merchandise authorizations (RMA)
• Keep records of all customer interactions in Salesforce in a comprehensible way
• Ensure excellent service standards and maintain high customer satisfaction
• Meet personal / team qualitative and quantitative targets
• Perform other duties/tasks as required
• Reliable Attendance & Punctuality is a must!

Our Ideal Candidate:

• Minimum of 2-year Technical Customer Service Experience Required
• Minimum of 2-year Technical Sales Experience Required
• Must be 100% Customer-Oriented
• An uncompromising customer-centered attitude
• Excellent phone demeanor
• Above average communication skills, both spoken and written
• Previous experience in the wireless industry is an advantage
• Must be fluent in English (both written and verbal); bilingual (French and/or Spanish) is a plus
• Must be reliable and have dependable means of transportation
• When needed, must have the ability to work remotely (PC, internet, and cellular service) due to emergency conditions
• Must be able to pass a pre-employment background and/or drug screening

Job Type: Full-time

Pay: $18.00 – $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Weekly day range:

• Monday to Friday

Work setting:

• Office

Application Question(s):

• Please provide the link to your LinkedIn Profile for connecting
• Are you aware the hourly rate range for this position is $18-20/hour?

Education:

• High school or equivalent (Preferred)

Experience:

• E-commerce: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Call Center: 1 year (Preferred)
• CRM Software (Salesforce): 1 year (Required)
• Telecommunications: 1 year (Required)

Work Location: One location