Concentrus

Internal Account Manager/Customer Service - Team Lead

US-CA-Diamond Bar
Job ID
2017-1463
Category
Customer Service/Support
FLSA Status
Non-Exempt
Type
Regular Full-Time
Region
HQ: Diamond Bar

As the leading distributor of prepaid wireless in US, VHA is committed to providing value and profitability to our partners and employees through the VHA Way. We focus on the prepaid wireless industry, and are the largest exclusive Master Agent for the Sprint Prepaid Group serving dealers nationwide in developing their retail business and sales of Boost Mobile brands.

 

At VHA, we are known for putting customers and employees first. As pioneers in prepaid distribution, our business model focuses on supplying independent retailers the best products and programs delivered on a simple and reliable basis. Throughout the years, we have built an undisputed reputation for trust, honesty, performance and customer service. We are focused on increasing long term sustainable value for our customers, investors, employees and communities.

 

VHA has grown from a start-up product distributor to a formidable national corporation in a very short period of time. The company was founded in 2001 by Vincent Huang in California as the first Prepaid Only Master Agent. Two years later, VHA became the largest Master Agent for Boost Mobile and continued its cross-country expansion to the Midwest, South and Northeast America. VHA now sells through its 1,800 dealers throughout the U.S.

 

Today, VHA is headquartered in Diamond Bar California with 100+ employees, 4 regional will-call centers and a network of 1,800 dealers. VHA is named one of the 2014 and 2015 Best Places to Work in Greater Los Angeles by LA Business Journal.

The Internal Account Manager/Customer Service - Team Lead, will be responsible for resolving escalated customer concerns and quality control assurance monitoring of the Internal Account Managers and Customer Service team, as well as managing an assigned portfolio of accounts.

 

Role and Responsibilities:

  • Manage an assigned portfolio of accounts
  • Make outbound calls on scheduled basis to provide information
  • Deliver a consultative and strategic approach to customer engagement in wireless equipment, marketing initiatives and airtime payments
  • Field, manage and resolve day to day dealer issues while maintaining strong customer relationships
  • Serve as an advocate and liaison internally to effectively communicate and coordinate customer needs (commissions, shipping, orders, etc.)
  • Handle escalations and provide support for the team
  • Regularly monitor inbound and outbound calls for quality control, error control, and tracking employee performance
  • Other duties as assigned

 

  • Minimum 2 years' experience in a similar role
  • Bachelor's Degree preferred
  • Bilingual English/Spanish preferred

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