Sprint Job Details
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Date :
Address :
6400 Sprint Pkwy
Location :
Overland Park, KS US
Req # :
Job Description :
Job Summary

Assists a supervisor with the management of daily activities of a group of specialists agents or similar positions to resolve issues over telephone conversations between hearing or speech-impaired customers using a computer, mobile device or TTY and a voice customer using a regular telephone land line or mobile device. Utilizes ability to listen while simultaneously typing to enhance the customer interface. Maintains confidentiality of all calls and tolerates stress of emotional dialogue. This is a multi-incumbent position. Provides direction, mentoring and guidance to less experienced team members. Provides feedback and identification of team issues or reporting concerns in a proactive manner. Recognizes and recommends areas needing improvement. May assist in scheduling and coordinating team activities. Handles escalated and unresolved orders issues from less experienced specialists agents. Ability to effectively coach team members for the purpose of improved performance and process adherence.
Acquire a coming and going report. Walk floor, 15 min. intervals to assist agents with relief for breaks, lunches, and end of tours. Answer agent assist calls to handle PC issues, call processing questions, sign adherence adjustment sheets, fraud intervention contacts, and customer contacts. Answer admin phone as needed. Pull agents as needed to complete ETRs and required off line training. Assist with pulling and documenting TRS/VRS tracking sheets. Keep forms, adherence sheets, trouble tickets, emergency, etc. stocked. During classes, assist trainer with hands on practice of different call types. Complete special tasks delegated by supervisor team and/or program manager.
Basic Qualifications
• High school diploma or equivalent
• Two years experience in a customer facing environment
• Two years working with/in billing, data applications, data services and network performance
• One year experience working Sprint's products and services
Preferred Qualifications

At Sprint, we’re more than just talk. We’ve changed the way people communicate, how they work and how they stay connected on the go. Sprint is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Behind every decision we make, there is a passion and drive to develop technologies to enhance and simplify our customers' lives.

Are you ready for the big time?
Sprint is a background screening, drug screening, and E-Verify participating employer and considers qualified candidates with criminal histories consistent with applicable law. EOE

Minorities/Females/Protected Veterans/Disabled.

Metro Area

US-KS-Kansas City

Sprint is an Equal Opportunity Employer and has been recognized for its commitment to diversity and creating an inclusive workplace where all employees’ backgrounds, talents and contributions are valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, disability or protected veteran status. Sprint is a background screening, drug-free workplace.

Equal Opportunity Employer/Disability/Protected Veterans

If you are a qualified individual with a disability or a disabled protected veteran and need an accommodation or accessibility assistance to apply for one of our positions, you may submit a request by sending an email to careers@sprint.com or by faxing your request to 913-523-9980.

“Applicants have rights under Federal Employment Laws” Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; Supplemental Equal Employment Opportunity (EEO) is the Law Poster; Employee Polygraph Protection Act (EPPA) Poster; Pay Transparency Notice Poster; and the Philadelphia’s Fair Change Hiring Law Poster.
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