MetTel

Role Description We are seeking a Client Experience Agent to join our After Hours Team! - Remote; must reside local in Salt Lake City, Utah. - Swing Shift hours: 11am MST - 8pm MST. - Client Experience Agents answer incoming calls from customers to place orders, respond to inquiries, manage complaints, troubleshoot, and submit repair tickets for service-related impacts. - Agent will be a member of the Client Experience team servicing consumers interested in the products MetTel offers, assisting them online and over the phone. - Inform customers of product terms and features and project a professional company image through voice and online interactions. - Contribute to company projects intended to improve MetTel processes and/or service offerings. The function includes but is not limited to the following: - Answer incoming calls and respond to customer emails; log into and remain available for calls during all assigned working hours. - Manage and resolve customer complaints in a timely manner; success will be measured by email and call quality observations completed and reviewed monthly with CS leadership. - Identify and take ownership of issues; escalate to supervisors as necessary. - Provide product and service information to customers. - Research required information using available systems and tools; ensure full awareness of all tools and systems available to ensure a positive customer experience. - Process orders, forms, and applications. - Route calls to appropriate resources when necessary. - Document all call information according to standard operating procedures. - Recognize, document, and alert the management team of trends in customer calls. - Follow up on customer calls where necessary. - Other duties as assigned. Qualifications - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. - Ability to write reports, business correspondence, and procedure manuals. - Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. - Multilingual desired but not required. - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. - Knowledge of Microsoft Office Suite (Excel, Word, Project, PowerPoint); Explorer Internet software. Requirements - Bachelor's Degree. - 3 or more years of customer service experience. - Remote; must be based local in Salt Lake City, Utah. Benefits - The salary reflected is a good faith estimate of base pay for the primary location of the position. - The U.S. pay rate for this position is $20 - $25 hourly; pay varies by work location and may also depend on job-related knowledge, skills, experience, and abilities of the successful candidate.

• Work with Partners to build and manage sales pipeline to achieve revenue goals. • Develop program objectives and co-develop partner business plans to support revenue commitment. • Lead business planning and quarterly review process. • Responsible with partner for timeliness and accuracy of partner forecast. • Manage and deliver the entire process from sales through to delivery. • Utilization of sales force to support sales generation efforts • Work with current and target partners to understand current offerings and amend to include MetTel product as part of core offerings or dedicated practice • Responsible for working with partners on account mapping, go to market strategy, and facilitating partnering efforts of MetTel Sales • Drive partner marketing programs to develop incremental revenue streams. • Work closely with marketing team to provide support of partner-driven events with support from field marketing resource and present these presentations to prospective and in program channel partners • Responsible for ensuring partner technical skill development to achieve success • Bring on new prospective partners by effectively presenting MetTel’s value proposition. • Evangelize the partnership including joint value proposition with sales teams to ensure awareness and collaboration, minimizing sales conflicts. • Manage channel / sales conflict.

• Develop key stakeholder relationships and drive customer satisfaction at assigned customer accounts. • Be responsible for achieving business results such as client satisfaction and account growth. • Anticipate and identify complex business needs and recommend solutions for optimization or issue resolution. • Collaborate with internal departments to develop strategic solutions for clients. • Identify opportunities for client portfolio and services expansion. • Travel frequently to client locations. • Create and deliver quarterly business reviews.