Client Experience Agent - Telecom

MetTel•Salt Lake City, UT

About The Position

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. We are seeking a detail-oriented and customer-focused Client Experience Agent – Telecom to join our Operations team. Role and Responsibilities: This role serves as a key point of contact for our customers, delivering high-quality support across wireline products and services. The ideal candidate will be proactive, solutions-driven, and committed to providing an exceptional client experience through both phone and email interactions.

Requirements

Bachelor’s degree preferred
Minimum of 3 years of experience in customer service or account management
Strong problem-solving and communication skills (written and verbal)
Ability to manage multiple priorities in a fast-paced environment
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Project)

Nice To Haves

Experience within the telecommunications industry is a plus

Responsibilities

Serve as the primary point of contact for customer inquiries via phone and email
Provide support for orders, service requests, and general account inquiries
Troubleshoot service-related issues and submit repair tickets as needed
Take ownership of customer concerns, driving resolution and escalating when appropriate
Deliver accurate product and service information, including features, terms, and capabilities
Process customer orders, forms, and service requests with accuracy and efficiency
Route inquiries to appropriate internal teams when necessary
Document all customer interactions in accordance with standard operating procedures
Identify trends in customer issues and communicate insights to management
Conduct follow-ups to ensure timely and satisfactory resolution
Participate in cross-functional projects aimed at improving processes and service delivery
Support additional operational tasks and responsibilities as assigned