MOBI

About MOBI

Our Story Mobi is proud to help connect thousands of families, friends, and colleagues across Hawai'i every day - in fact, we are the largest wireless provider based there. To us, Aloha means so much more than just “hello.” We strive to bring friendliness, compassion and concern for our community into every decision we make as a team and as a company. Connecting families, friends and colleagues isn’t just something we do for a living. It’s something we care about and love to do, because we know staying connected matters. Sure, we sell phones and plans. But that’s a means to an end. Helping customers stay connected to the people that matter most to them is central to our mission - and that is why we care so much about what we do, and why we make every decision with our customers in mind. We are rebranding for the first time since our launch in 2005, opening new stores, and working on more competitive new rate plans and compelling new ideas. We are also establishing and building out our Hawai'i and Vancouver based customer care team - and this is where you come in! Your Impact Customers contact our Care department for help through various channels, from phone and SMS, to email and social media. Their inquiries and needs range widely, so your days will be filled with a variety of customer service focused interactions. As part of our Care team, you’ll be the first point of contact for new and existing customers, responsible for providing the best possible experience through troubleshooting and handling a wide range of inquiries. Whether you’re processing bill payments, helping customers troubleshoot their mobile phones, or answering presale inquiries, you’re always ready to share your knowledge and expertise. You care deeply and genuinely about customer support, and recognize the role it plays in helping to connect our customers to the people who matter most. Your contributions Come to work every day with a great work ethic and get-it-done attitude, to help guide your teammates solve customer inquiries while providing an excellent customer experience Leverage your thorough knowledge of our brand and products to analyze customer needs, and ensure customers are taken care of with the best solution for them Be the friendly and helpful voice of the company through our various communication channels, to deliver the best customer interactions in both English and Spanish, while supporting our daily business operations Tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through collaboration and teamwork Your responsibilities Work exceptionally well with others, enthusiastic about training and mentoring your teammates, enjoy sharing your knowledge and passion about the company and its products and services Ability to think on your feet and roll with the punches of competing priorities, while maintaining grace and composure in stressful situations with colleagues and customers Provide support and guidance to teammates for complex customer situations and inquiries, help provide complete solutions to customers that are best suited to their needs to help connect them to the people who matter most to them Help teammates support customers through phone, email, SMS, and social media channels to ensure customer satisfaction by handling inquiries about their services, billing and mobile devices Encourage and support team to quickly identify and provide solutions to customer billing, technical and/or account issues while efficiently navigating through multiple internal systems to implement solution and update records Communicate with customers in an approachable manner through our various communication channels, send detailed and friendly written communication to recap details of the interaction, and update internal customer records with detailed and succinct notes Support our Retail team in Hawaii with customer account inquiries and escalations Stay up-to-date on the latest wireless and mobile technologies, such as cellular, Wi-Fi, data devices, Android and iOS operating systems, as well as third party applications What we are looking for You are bilingual in Spanish and English, and are fully proficient in both verbal and written communication in both languages You have a College or University education, or equivalent combination of education and experience. You have strong customer service leadership experience in previous jobs - 2+ years of help desk, technical support or retail experience are a bonus - and love helping and talking to people. You possess advanced written and verbal communication skills, which will be integral to your success in this role, and can type at least 40 wpm. You thrive on being a subject matter expert, and love sharing your knowledge and passion about the brand and its products and services, and truly believe that a company’s success is in the hands of its customer care department You genuinely care about customer support, are excited to be a brand ambassador in all your interactions, and understand that everything you say and do will have an impact on your team and customers You are great at problem solving via phone or email, are a great multitasker, and are able to listen and document all of our customer interactions in our various internal systems and platforms You’re passionate about wireless and mobile technologies, consider yourself tech savvy, and have the aptitude to learn and adapt to new technologies You possess great soft skills, have superior verbal and written communication skills, can write friendly and accessible emails, and are a people person with a great work ethic You exhibit diplomacy, tact and poise under pressure when working through customer issues and concerns You’re available to work flexible shifts, including days, evenings, weekends and statutory holidays in a 24/7 operation. Our Customer Care Team provides 24/7 customer support across several office locations. As such, we are looking for individuals who are able to work a variety of shifts to cover the hours of operation and support business needs. Job Type: Full-time Benefits: Extended health care Vision care Vacation & paid time off Casual dress RRSP Match Reference ID: 20200220_CS-Lead_Bilingual_YVR Job Types: Full-time, Permanent Experience: customer service leadership: 2 years (Required) contact center: 2 years (Preferred) Education: Bachelor's Degree (Preferred) Location: Vancouver, BC (Required) Language: English (Required) Spanish (Required)

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Company Info

Legal Form: Inc

Company Type: Private

Company Size: 11 - 50

Revenue: 25 - 50 million (USD)

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Job Ads found: 61

Job Ads per Month: 2.5

Hiring Locations: 3

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