Call Center Jobs in Sacramento, California
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Now Hiring High Energy Account Services Specialists
Location
3068 Kilgore Road
Rancho Cordova, CA 95670
Job Description
We're looking for individuals with passion, confidence and commitment to join our team in completing one goal: quickly bringing Sprint in the leading position in the communications industry!
This position is a challenging, high-caliber customer contact position where you can utilize all of your great communication, technical and multi-tasking skills. We are a motivated, quota-driven team who proudly provides quality customer experience, promoting Sprint's products and services while retaining customers requesting to disconnect their service.
Sound interesting?
Successful specialists must be able to recognize and embrace the opportunity of speaking and resolving issues for over 30 customers per day. The ability to retain Sprint's most important asset, our customers, takes creative, out of the box thinking and a drive for excellence. If this sounds like an environment you will thrive in, read on
Job Requirements
Under general supervision, Specialists receive re-routed inbound telephone calls from consumer customers who wish to disconnect service. Customer retention and loyalty are the primary functions and contacts are non-routine and require deviation from standard screens, scripts, and procedures. Specialists use communication skills to understand customer issues and assess their needs and they are also using influencing skills to overcome objections and suggest/promote alternative products or services. They may offer special customer plans or incentives. They finalize new contracts with customers successfully retained and maintain records regarding root causes for any consistent problem areas. Specialists may be involved in resolving complex outstanding customer service, product, or billing issues and use a computerized system for tracking, information gathering, and/or troubleshooting.
Basic Qualifications include:
- AA/AS degree preferred
- Minimum 3-5 years sales/customer service experience
- Strong computer skills, ability to toggle multiple screens
- Passing background check and drug screen
- Knowledge of the telecom industry, products and/or services preferred
Shift Information
Our Sacramento call center is open Monday - Saturday from 5am - 9:15pm. We are closed on Sunday.
The Customer Specialist position is full time. Work schedules are based upon business needs and Specialists must be available to work any shift, any day of the week during the hours of operation, including nights, weekends, overtime and holidays. Shift bids are based on seniority.
Hours
Work schedules are chosen and changed based on business needs. Specialists choose work shifts based on hire date. Our hours of operation are 5am - 9:15pm, Monday - Saturday. They need to be flexible to work anytime during the hours of operation, including overtime, weekends, and holidays. New hires generally work 12pm - 9pm.
Pay
- Starting base salary is $29,000/year ($13.94/hour).
- 10% shift differential for hours worked after 6 pm
- Paid training
- Up to $3000/month in performance incentives
Incentives
SPIF is a common piece of the Retention recognition and is a program to award dollars on top of bonus dollars for stretching normal performance. Contests can be held daily, weekly, and/or monthly throughout the year. Prizes continually vary. Examples of previous prizes include American Express checks, LCD TV's, surround sound systems, gift cards, camping equipment, PCS phones, microwaves, radios, GPS systems, Sprint logo merchandise, backpacks, and designer purses.
Triple Crown of Recognition Events
Employees who qualify are ranked by their quality performance as measured by the quality team for the Crown Perk Program.
The Crown Perks Recognition is an award that will be reserved for monthly top performers. Winners receive lunch with the Director and a gift card. Consistent winners may also be eligible for a recognition trip to Sprint Headquarters in Kansas City.
The Quarterly Crown Club winners are stack ranked by point attainment and the top six people are awarded each quarter. The recognition is a dinner banquet held quarterly for the winners and their guests. Gifts are awarded and the director is also in attendance.
The last and most prestigious event is the annual Crown Club reserved for yearly top performers. Winners are those who have achieved the top in attainment ranking for the year. The award is an all expense paid trip with a guest. Examples of previous locations include the Bahamas, Hawaii, Arizona, Cancun and Miami.
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