Mobile Outreach Specialist I

JOB SUMMARY

The Mobile Outreach Specialist is responsible for contacting existing Spectrum Mobile customers to activate un-activated devices and maximize mobile activation yield. This role handles both inbound and outbound customer interactions, leveraging sales techniques to drive additional mobile line activations while delivering excellent customer experience. The Mobile Outreach Specialist reports directly to the Supervisor and does not have any supervisory responsibilities.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer mobile activation experience.
• Use available tools and systems to make outbound dials and handle inbound calls to encourage customers to activate their Spectrum Mobile lines.
• Follow established call flow, scripting, and company guidelines while handling calls and working assigned tasks, ensuring customer needs are met accurately and in a timely manner.
• Maximize additional revenue from existing customers by selling additional mobile lines using recommended sales techniques.
• Identify and maximize upselling and cross-selling opportunities for qualifying products and services during each customer interaction.
• Apply all relevant business rules and processes to ensure the integrity of work orders, with a focus on increasing completion and activation rates.
• Accurately document customer interactions, outcomes, and work order updates in required systems.
• Document and share best practices with team members and provide suggestions for process, tool, and script improvements.
• Adhere to all company policies, procedures, and compliance requirements.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Strong customer service orientation with the ability to build rapport quickly.
• Effective verbal and written communication skills.
• Ability to persuasively present the value of Spectrum Mobile products and services.
• Demonstrated ability to handle objections and negotiate with customers.
• Strong attention to detail and accuracy when working in multiple systems and tools.
• Ability to manage time effectively in a fast-paced, metrics-driven environment.
• Basic math and analytical skills to understand offers, promotions, and billing impacts.
• Ability to work independently while contributing to team goals

Required Education

High School Diploma or equivalent combination of education & experience

Required Related Work Experience and Number of Years

• Experience in customer service or sales 1+
• Experience with mobile services, wireless, or telecom products a plus

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Ability to solve problems and adapt quickly in a fast-paced environment.
• Ability to communicate effectively to understand the caller’s needs and provide appropriate solutions.
• Knowledge of the mobile/wireless industry, including common products, services, and terminology.
• Knowledge of Spectrum Mobile product information, packaging, pricing, and current offers (or ability to quickly learn and retain this information).

WORKING CONDITIONS

• Call center or office environment.
• Regular, consistent, and punctual attendance required.
• Schedules may include evenings, weekends, and/or holidays based on business needs.