Call Center Representative

POSITION SUMMARY

Credico USA is seeking a customer-focused Call Center Representative to join our telecommunications team. This role is centered on delivering exceptional customer care, ensuring every customer is satisfied with their service, while also supporting account retention through payment recovery and growing our customer relationships through targeted mobile product up-sells. The ideal candidate has prior experience in the telecommunications sector and is comfortable balancing service, retention, and sales conversations in a fast-paced phone environment. This is a call center-based role requiring extended periods of seated phone work. Schedule may include evenings, weekends, or holidays depending on business needs. Performance is measured against customer satisfaction scores, call quality, payment recovery rates, and mobile upsell targets. This is a contract role with the opportunity to extend or transition to full-time employment after approximately 60 days based on performance and business need.

RESPONSIBILITIES

Customer Care:

Outbound customer calls to ensure customer understands the service requested, addressing questions, concerns, and service issues. Take ownership of each interaction to ensure customers feel heard, valued, and fully satisfied with the resolution. Troubleshoot basic service issues and coordinate with technical teams when escalation is required. Accurately document all customer interactions, account changes, and follow-up actions in the CRM.

Payment Recovery & Account Maintenance:

Place outbound calls to customers whose payment methods have been declined to update billing information. Securely process updates to credit cards, bank accounts, and other payment methods in accordance with company policy and PCI compliance standards. Communicate sensitively and professionally with customers regarding account status to preserve the relationship and prevent service interruption.

Upselling & Customer Growth:

Identify opportunities to introduce existing internet customers to our mobile products and services. Use consultative selling techniques to recommend the right mobile plans and bundles based on customer needs. Meet or exceed individual and team targets for upsell conversions while maintaining a customer-first approach.

MINIMUM QUALIFICATIONS

Prior experience working in the telecommunications sector (internet, mobile, cable, or related services). Proven customer service experience in a call center, retail, or similar customer-facing role. Strong verbal communication skills with a clear, friendly, and professional phone manner. Comfort handling sensitive billing and payment conversations with discretion and empathy. Computer proficiency, including experience with CRM systems and the ability to navigate multiple applications simultaneously. High school diploma or equivalent.

PREFERRED QUALIFICATIONS

Demonstrated experience upselling or cross-selling mobile products to existing internet or telecom customers. Track record of meeting or exceeding sales and customer satisfaction targets. Familiarity with retention and save-desk best practices. Bilingual capabilities are a plus. For this role, the estimated base hourly range is between $20.00 - $22.00 . The actual hourly rate will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base hourly range for this role may be modified. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. Credico is an equal opportunity employer, and we comply with all applicable federal, state, and local fair employment and human rights laws. In all of our business dealings, we strictly prohibit and do not tolerate discrimination against employees, vendors, contractors, job applicants or any other covered persons on the basis of any characteristic protected under relevant federal, state, or local law. If you need assistance or a reasonable accommodation to complete any part of the job application process, please reach out to us at hr@credicousa.com .