Cellular Service Specialist

Job Title: Cellular Service Specialist
Location: Hybrid (Dearborn, MI)
Department: Collaboration Services
Reports To: Collaboration Services Fulfillment Supervisor

PAY RATE:- $38/hr, on W2

Position Description:

Collaboration Services is seeking a dedicated Cellular Service Specialist to join our Fulfillment Team, delivering exceptional support to Ford Motor Company. In this role, you will serve as the single point of contact (SPOC) for Ford employees experiencing issues with their corporate mobile devices, providing best-in-class customer support and driving operational efficiency.

Key Responsibilities:

Best-in-Class Customer Support:

• Troubleshooting and Resolution: Address and resolve cellular issues for Ford employees related to both hardware and software on corporate mobile devices. Utilize excellent communication skills to understand needs, provide clear solutions, and follow up for customer satisfaction.
• Efficient Workflow Management: Oversee mobile device fulfillment queues, ensuring timely and accurate processing of requests.

Taking Ownership and Driving Efficiency:

• Process Development: Create and document processes, including run books and standard operating procedures, to streamline operations and ensure consistency.
• Performance Tracking: Generate weekly reports detailing the volume and types of requests and incidents, identifying trends and opportunities for improvement.
• Knowledge Base Creation: Build and maintain a comprehensive library of support documentation to empower both the team and Ford employees.

Hands-on and Collaborative:

• Device Delivery and Activation: Deliver mobile devices to customers at the Dearborn office and assist them through the activation process.
• Customer Information Updates: Update customer details in both the cellular carrier and Managed Services portal.
• Collaboration: Engage with customers, suppliers, and the Ford Collaboration Services Product, Engineering, and Operations teams to evaluate products and improve services.

Skills Required:

• Understanding of cellular services, features, devices, and carriers, particularly Apple iPhones.
• Proven ability to deliver excellent customer experiences and take ownership of problem resolution within established service level agreements (SLAs).
• Technical support experience related to mobile devices.
• Excellent written and verbal communication skills.
• Ability to effectively multitask and manage multiple queues with minimal oversight.
• Proficient in MS Excel and SharePoint, with strong analytical and critical thinking skills.
• Experience in supplier relationship management and team environments, with strong interpersonal skills.

Skills Preferred:

• Familiarity with secondary Microsoft Tools (Visio, Access, Project, etc.).
• Self-motivated with a positive attitude and a willingness to learn and adapt.
• Ability to thrive in a dynamic environment and shift tasks as needed.
• Strong project management skills with a focus on planning and implementation.