SMB Customer Service & Sales Assistant

SMB Customer Service & Sales Assistant Location:

In-Store - 1558 Coshocton Ave, Unit 5 Mount Vernon, OH 43050

Position Type:

Full-Time / Part-Time Position Overview Wireless Zone is seeking a detailed-oriented, proactive, and customer-focused SMB Customer Service & Sales Assistant to join our team. In this role, you will serve as a critical bridge between our Small and Medium Business (SMB) clients and our sales team. You will be the go-to specialist for resolving complex service issues, ensuring promotional accuracy, analyzing accounts for optimization opportunities, and following up on sales leads to drive retention and growth. This position requires a blend of sharp analytical skills, exceptional problem-solving abilities, and a warm, professional communication style.

Key Responsibilities Customer Service Escalations:

Act as the primary point of contact for SMB account issues. Investigate, troubleshoot, and resolve high-priority customer service escalations efficiently to maintain high satisfaction and trust.

Promotional Fall-Out & Fixes:

Audit accounts to identify promotional discrepancies or billing errors ("fall-out"). Work directly with carriers and internal systems to apply corrections, credits, and systemic fixes.

Account Analysis:

Conduct comprehensive account reviews for existing SMB clients. Identify opportunities to optimize their wireless plans, add valuable features, or recommend hardware upgrades that better fit their business needs.

Sales Follow-Up:

Partner with the sales team to follow up on recent transactions, open quotes, or inbound inquiries. Ensure a seamless onboarding experience for new business accounts and cultivate long-term client relationships.

Administrative Support:

Maintain accurate documentation of customer interactions, adjustments, and resolutions within the CRM system.

Qualifications & Skills Experience:

1-2 years of experience in customer service, account management, or sales support (experience in the wireless, telecom, or technology industry is highly preferred).

Problem-Solving:

Exceptional critical thinking skills with a proven ability to untangle complex billing or promotional issues.

Communication:

Strong verbal and written communication skills, with a professional phone and in-person presence suitable for business clients.

Technical Savvy:

Proficiency with CRM software, account management portals, and standard office software (Excel/Google Sheets for basic account data analysis).

Detail-Oriented:

An eagle eye for data entry accuracy and checking the "fine print" of promotional requirements.

Team Player:

Ability to work collaboratively with retail store teams and outside sales executives. What We Offer (Compensation & Benefits)

Hourly Wage:

$19.00 per hour plus performance-based incentives.

Health Insurance:

Comprehensive medical, dental, and vision coverage options.

Retirement:

401(k) plan with company match to help you build your future.

Paid Time Off:

Paid vacation time, sick leave, and designated holidays.

Training:

Full corporate and hands-on training on wireless systems, carrier promotions, and SMB tools.

Environment:

A supportive, energetic, and team-oriented work environment with clear paths for career advancement.

Pay:

From $19.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Experience:

direct B2B sales: 1 year (Required)

Work Location:

In person