Please note: This is a fully remote position. We are currently looking for candidates who can work a rotating schedule with varying 8-hour shifts starting anytime between 5am - 12am in your local timezone. This includes working weekends and holidays as part of the rotating schedule.

OUR HIRING COMMITMENT

Mobi cares deeply about diversity, equity, and inclusion in recruitment, hiring, employment, and advancement. While all qualified candidates are invited to apply, we particularly encourage applications from women, Native Hawaiians and other Indigenous peoples, visible minorities, persons with disabilities, and persons of minority sexual orientations and gender identities.

We welcome the opportunity to work with applicants requesting accommodations at any stage of the hiring process and while working with Mobi.

If you require support applying online because you are a person with a disability, please contact us by email at careers@mobi. com. We are committed to ensuring fairness throughout our hiring process.

OUR STORY

We believe passionately in the power of people, and connecting them to who and what is most important to them, in a way that we can be proud of. We believe in our vision of what a wireless provider can and should be when it comes to accessibility and experience. Mobi is proud to help connect thousands of families, friends, and colleagues across Hawai‘i every day - in fact, we are the largest wireless provider based here. To us, Aloha means so much more than just “hello.”

At Mobi, we value people, innovation and fairness, above all else. People are at the core of what we do, and why we do it - we believe in our team and care about our customers and communities. We are driven by the belief that we can always do better - and we hold ourselves accountable to act on that knowledge. And we wholeheartedly believe that mobile services should not be a privilege, and should instead be accessible and affordable to everyone.

Sure, we sell phones and plans. But that’s a means to an end. Helping customers stay connected to the people that matter most to them is central to our mission - and that is why we care so much about what we do, and why we make every decision with our customers in mind.

Mobi is rebranding for the first time since our launch in 2005. We just released competitive new rate plans and are changing the landscape of what a wireless provider should be like, both for our customers and our team members. We are growing our Customer Care team - and this is where you come in!

YOUR IMPACT

As a Customer Care Specialist you’ll work remotely from the comfort of your home while working within a dynamic, diverse and supportive online environment. You won’t always know the answers to the questions you’re being asked, so your ability to be resourceful is key! Customers contact our team for help through various channels, from phone and SMS, to email, live chat and social media. No matter the channel, you’ll be there to listen, guide, problem solve, support and welcome their questions and feedback.

You’ll be the first point of contact for new and existing customers, responsible for providing the best possible experience through troubleshooting and handling a wide range of inquiries. Whether you’re processing bill payments, helping customers troubleshoot their mobile phones, or answering presale inquiries, you’re always ready to share your knowledge and expertise.

You care deeply and genuinely about customer support, and recognize the role it plays in helping to connect our customers to the people who matter most.

Following 4 weeks of paid training, you will begin responding to our customers on live channels as part of a small team who are there to support you, with the help of our team of managers. All Customer Care Specialists work a combination of weekdays and weekends. This full-time role will consist of 8-hour shifts that are scheduled across various start-times and statutory holidays.

YOUR RESPONSIBILITIES

• Come to work every day with a great work ethic and get-it-done attitude, providing complete and personalized solutions to our customers that are best suited to their needs, and helping connect them to the people who matter most to them

• Communicate with customers in an approachable manner through our various communication channels such as phone, email, SMS and social media channels

• Adhere to a daily schedule that includes a mix of: inbound calls, up to three (3) simultaneous chats, and emails.

• Be the friendly and helpful voice of the company through our various communication channels, engaging in genuine and human conversations with customers to identify their needs or issues they are facing and resolving them

• Quickly identify and provide solutions to customer billing, technical and/or account issues while efficiently navigating through multiple internal systems to implement solution and update records

• Ensure customers receive quick response times by staying on top of your assigned tickets, with same-day ticket review.

• Send detailed, thoughtful and friendly written communication in our brand voice, to recap details of the interaction, and update internal customer records with detailed and succinct notes

• Complete detailed follow-up documentation after each interaction, across our internal tools and platforms, to ensure accurate account history is maintained

• Work with and support your teammates across multiple locations, for collaborating in problem solving and fostering rapport and teamwork

• Support projects that will add value to the customer service team (ex. best practices, documentation, etc.); carry out other customer service and team related tasks and projects as assigned

• Engage in continuous learning and development, and maintain familiarity and stay up-to-date with policies and processes of our team

• Leverage your thorough knowledge of our brand and products to analyze customer needs, and ensure customers are taken care of with the best solution for them

• Stay up-to-date on the latest wireless and mobile technologies, such as cellular, Wi-Fi, data devices, Android and iOS operating systems, as well as third party applications

• Own your own development through reflection, by reviewing past interactions and preparing to discuss growth opportunities with your manager in regular 1:1 meetings.

• Tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth

• Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through collaboration and teamwork

WHO WE ARE LOOKING FOR

• You are available to work full-time (40 hours per week) on a rotating schedule with varying 8-hour shifts starting anytime between 5am - 12am local time. This includes working weekends and holidays as part of the rotating schedule.

• You live and have legal authorization to work in the United States.

• You have experience providing exceptional customer service in a contact centre, retail or service environment.

• You have an appropriate remote work set-up - such as a quiet, dedicated home office that is distraction-free, with reliable, fast internet connection. To adhere to privacy and security specifications, a home office in a shared common area, does not meet requirements.

• Have access to a wired internet speed of at least 50 Mbps download speed and 10 Mbps upload. You can check your speed here: https://mobipcs.speedtestcustom.com/

• You genuinely care about customer support, are excited to be a brand ambassador in all your interactions, and understand that everything you say and do will have an impact on the customer’s experience

• You possess a high level of understanding, patience and empathy, and are able to engage with tact and poise under pressure when working through customer issues and concerns, possess great soft skills and are a people person

• You have strong reading, writing and communication skills, and are comfortable communicating through written and verbal channels, and can convey compassion, understanding and friendliness while also troubleshooting and problem solving

• You have strong proficiency with technology paired with excellent typing skills.

• You have an analytical mind and are detail oriented; you are a great multitasker, and are able to listen and document all of our customer interactions in our various internal systems and platforms

• You’re passionate about wireless and mobile technologies, and are excited and able to learn and adapt to new processes and work accurately in a fast paced, rapidly changing environment with new technologies, platforms and tools.

• Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.

• Ensure privacy and security practices are followed at all times for both customers and Mobi.

Experience comes in many forms, many skills are transferable, and passion goes a long way. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team. If your experience is close to what we’re looking for, please consider applying.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Work setting:

• Remote

Work Location: Remote

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