This position is responsible for providing the ideal customer experience and technical assistance for the full scope of U.S. Cellular'sŪ products and services, by assisting customers and associates with reverse logistics. Responsible for the diagnosis, troubleshooting, and resolution of handset issues. Responsible for the management of all handset repair records and customer account documentation pertaining to reverse logistics processes.

Responsibilities

• Understand, practice, and exemplify the Dynamic Organization.
• Respond to and troubleshoot technical, handset and service questions/issues and deliver the ideal customer experience by assisting with insurance claims, loaner phones, and/or replacement of handsets with new/used inventory. 
• Maintain the service area, the equipment, and the repair process as per guidelines set forth via operations and the service leadership.
• Assist in maintaining store appearance and individual work area according to marketing and operations standards.
• Support and maintain the repair process including but not limited to the loaner phone program, reviewing and shipping phones, notifying customers, charging customer accounts appropriately, validate completion of paperwork, maintain service parts inventory, and ensuring completion of all processes to standard operating procedures.
• Assist with the maintenance of loaner and OTC inventory according to standard procedures.
• Participate in team related tasks to improve the delivery of service for fellow associates and customers.
• Attend and maintain required technical continuing education to maintain up-to-date knowledge of U.S. Cellular products and services as determined by service leadership.
• Attend all required U.S. Cellular training programs, meetings, and events and assist with technical training for team as needed.

Qualifications

• Minimum Experience and Educational Requirements
• High school diploma or state equivalency certification required.
• Minimum of one year customer service/technical experience in a high contact environment with resolution of complaints or inquiries preferred.
• Wireless experience preferred.
• Experience with Windows-based PCs.
• Effective organizational and interpersonal skills required.