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 – FridayAbout DSIDSI 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.RequirementsMaintain a positive, empathetic, and professional attitude toward customers at all timesLearn and retain an in-depth understanding of DIRECTV Commercial property channelsSupport dealers and customers via inbound calls regarding their subscription account and installationProficiency in notating account updates into proprietary software and working with AT&T internal staff and technicians in a professional mannerResolve issues and schedule installations of DIRECTV Commercial accountsSupport AT&T and customers by directing them to the correct DIRECTV support teams with questions and issuesSolve ongoing tickets promptly and request follow-ups when neededAbility to work independently while also being a strong team playerResolve escalations and document throughout the process

Required SkillsExperience with out-bound and in-bound call supportUnderstanding Five9 and Zendesk systems is a plusBusiness to Business experience is a plus, but not requiredAbility to handle multiple ongoing tasks and shift focus quicklyProper phone etiquette and listening skillsAbility to stay calm and de-escalate customers when they are stressed or upsetExceptional spoken and written communication skillsPrompt, strategic, highly organized, and, goal-orientedExhibit excellent time management skillsThe ability to balance multiple priorities simultaneously

Computer Skills

Proficient in Microsoft Office, Excel, Word, and OutlookBenefitsCompetitive pay with bonus opportunitiesMedical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period401k Plan with employer matchingPaid vacation, personal/sick days, and bereavement timeEmployee Profit Sharing Program50% AT&T wireless discountPaid trainingAdvancement opportunities, we prefer to promote from within!