Urgent need of Client Experience Representative 2025

Job Description

Remote

NumHub

Job Overview: The Client Experience Representative is responsible for assisting our ATLaaS and PortControl clients to assure each one has a positive experience when it comes to number ownership, brand preservation, and monetization of their business.

Responsibilities:

• Provide exceptional customer service by addressing client inquiries, resolving issues, and offering support via phone and through Zendesk ticketing system.
• Enhance the client experience by understanding their needs and recommending appropriate products and services.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with internal teams to ensure a seamless customer experience and prompt resolution of issues.
• Conduct follow-up communication to ensure customer satisfaction and to solicit feedback.
• Educate clients on using our services and troubleshooting common problems.
• Monitor and track service issues to identify trends and suggest improvements to processes and services.
• Manage customer orders and expedite with the telecom carriers for the porting.
• On-Call Rotation for after-hours support.
• Manage Local Number porting utilizing PortControl and NPAC.
• Manage Toll-Free Numbers utilizing ATLaaS and Somos portal

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Qualifications of Client Experience Representative

Remote:

• High school diploma or equivalent; higher education preferred.
• Preferred-2+ years Telecom industry experience in local number portability, carrier management, and networking.
• Experience in and understanding of Zendesk, CRM, and Carrier Service Dashboard/Portal and the database sources involved a plus.
• Prior experience in provisioning LSR’s & LNP orders a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively.
• Proficiency in using CRM software and customer service tools.
• Patience and empathy when dealing with challenging customer situations.

Skills:

• Customer-focused mindset.
• Technical proficiency with telecom products and services.
• Strong people skills.
• Excellent organizational skills.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and willingness to learn.

Compensation:

• $50,000 to $52,000 annually, depending on experience
• On call pay for after-hours support of $35.00 per day.
• Bonus eligible

Benefits:

100% insurance paid for employee coverage:

• Dental
• Health
• Vision
• Life
• Simple IRA Retirement Plan with 3% match on employee contributions.
• 96 hours PTO annually
• 11 paid holidays

Job Type: Full-time

Pay: $50,000.00 – $54,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• No nights

Work Location: Remote