Customer Success Specialist

DSI is a sales enablement company that has an immediate career opportunity for an Inbound Account Support Agent to help us manage customer-facing communications. At DSI we pride ourselves on a fun family-oriented work environment, and we take great satisfaction in going the extra distance for our customers.

As the Inbound Account Support Agent, you will process orders, complete modifications, and escalate cases across several communication channels. To succeed in this role, you need to deliver excellent customer service while remaining calm when customers are frustrated. It is essential that you have experience working with computers and web-based applications.

*This is an in-office position that will report to our Urbandale, IA office*
Schedule Monday – Friday

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Learn and retain an in-depth understanding of DIRECTV Commercial property channels
• Support dealers and customers via inbound calls regarding their subscription account and installation
• Proficiency in notating account updates into proprietary software and working with AT&T internal staff and technicians in a professional manner
• Resolve issues and schedule installations of DIRECTV Commercial accounts
• Support AT&T and customers by directing them to the correct DIRECTV support teams with questions and issues
• Solve ongoing tickets promptly and request follow-ups when needed
• Ability to work independently while also being a strong team player
• Resolve escalations and document throughout the process
  

Required Skills

• Experience with out-bound and in-bound call support
• Understanding Five9 and Zendesk systems is a plus
• Business to Business experience is a plus, but not required
• Ability to handle multiple ongoing tasks and shift focus quickly
• Proper phone etiquette and listening skills
• Ability to stay calm and de-escalate customers when they are stressed or upset
• Exceptional spoken and written communication skills
• Prompt, strategic, highly organized, and, goal-oriented
• Exhibit excellent time management skills
• The ability to balance multiple priorities simultaneously

Computer Skills

• Proficient in Microsoft Office, Excel, Word, and Outlook

Benefits

• Competitive pay with bonus opportunities
• Medical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!