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CellularOne is not only the company Leading the Cellular Evolution, it is also a great place to work!

We offer an extremely competitive and comprehensive benefit package, with very generous Health Insurance Plans to include Medical, Dental, Vision, Company Paid Life Insurance, a 401K Plan with Company Matching, Personal Leave Time, Paid Holidays, an Optional (Employee Paid) Short Term & Long Term Disability Plan, along with a great environment for growth, training and advancement.

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CellularOne

1500 South Mountain Road
Show Low, AZ 85901

Tel:

1-866-278-4802

Fax:

928-532-2584

Email:

HumanResources@cellularoneaz.com

Retail Sales Representative - Farmington

Job Title:  Retail Sales Representative

Department:  Commercial Sales

Reports To:  Retail Sales District Manager                                                                             

Job Description Summary:  The Retail Sales Representative objective is to sell all products offered by Cellular One so that the targets will be achieved by the company.  The Retail Sales Representative assist the Store Supervisor to ensure that all the merchandise is current, clean and saleable, by making regular inspections.  The Retail Sales Representative must have a thorough understanding of all available Commercial Sales offerings in order to provide the customer with the appropriate solution at point of sale.  A varied work schedule, including evenings and weekends for special community events, along with minimal business travel is required.  As with all positions at Cellular One, the Retail Sales Representative must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

Major Duties & Responsibilities:

·       Meeting or exceeding monthly company sales targets

·       Provide quality customer service by greeting and assisting customers, and responding to customer inquiries and complaints

·       Acquire expertise on all handsets, tablets and phone accessories

·       Acquire expertise on all plans, data plans and plan features

·       Assist the Store Supervisor with assign specific duties

·       Engage in inventory, cleaning of store location and ordering of supplies

·       Confer with Store Supervisor to develop methods to increase sales, expand markets and promote business

·       Build and develop overall store team

·       Retail sales employee’s will take part in ensuring the sales location is clean and tidy daily.  This includes the customer area, sales desk, back office and facilities.

·       Ensure correct daily cash balancing and deposit of the assigned drawer to accurately maintain financial records for the Accounting Department

·       Adhere to assigned work schedule, while being conscious of overtime, this includes clocking in and out via our time keeping system

·       The Retail Sales Representative must initially fully complete all Cellular One customer sales contracts, with accurate contact information.

·       Develops community interaction through business groups, community events, Chamber of Commerce meetings and events, business seminars and other community activities

·       Adheres to all company policies, procedures and business ethics codes

Additional Duties & Responsibilities:

·       Attend quarterly sales training

·       Complete Mindflash as required with 90% pass rate

·       Assist in preparation of Loomis pickup each week

·       Fulfil all HPC through eSecuritel (HITS)

·       Complete store activation sheet and make sure that all data is correct for accurate commission payout

·       Review and work all open follow ups

·       Offsite events for Freedomfone and/or Vision One accounts

·       Assist in preparing inventory returns and transfers

·       Report inventory discrepancies to Store Supervisor

·       Adhere to cash handling policy and assure adherence to written policy

·       Report on adequate marketing and advertising for the store location

·       Identify current and future trends  that appeal to consumers

·       Ensure merchandise is clean and ready to be displayed

·       Monitor local competitors

·       Initiating changes to improve the business

 

Key Competencies: 

·       Handling of customer issues

·       Time management skills

·       Decision making skills

·       Verbal communication skills

·       Commercial awareness

 

Computer Software/Hardware Skills:

MS Office:  MS Outlook (basic)

Specific Requirements/Qualifications:

  • Previous retail sales and outside sales experience preferred. Excellent interpersonal and organizational skills required. Computer data entry skills preferred.

 

Education Requirements:

  • High School or Equivalency Diploma.

 

Physical Requirements:

·       Lifting up to 30 Pounds

 

Level I Requirements:

Excellent interpersonal and verbal/written communication skills. High School or Equivalency Diploma.  Basic Competency with Microsoft Office Outlook.

 
 
 

Level II Requirements:

Excellent interpersonal and verbal/written communications skills.  Previous experience in Retail/Outside/Direct and or Indirect Sales.  Basic skills with Microsoft Office, Outlook, and Word. Continually exceed 90% of sales metrics.

 
 
 

Level III Requirements:

Excellent interpersonal and verbal/written communications skills.  Two plus years previous experience in Retail/Outside/Direct and or Indirect Sales.  Intermediate skills with Microsoft Office, Outlook, and Word.  Continually exceed 100% of sales metrics.

 
 
 

 

Retail Sales Field Representative - Chinle

The Sales Field Representative position demands honesty and integrity as financial transactions are performed on-site with little direct supervision. The Sales Field Representative must have a thorough understanding of all available phone, tablet, internet devices, and accessory inventory, along with phone plan, plan features, and data plan offerings, in order to provide the customer with the appropriate products and services. Daily, evening and weekend shifts are required and a varied weekly work schedule. As with all positions at CellularOne, the Field Representative must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

  • Activation of pre-paid, post-paid, renewals, and data plans
  • Weekly and monthly customer follow-up to keep customers current on their bills, and resolve potential concerns.
  • Provide quality customer service to all current and prospective Cellular One customers, which includes:  plan, handset, tablet, data, and feature knowledge
  • Responsible to acquire expertise on all handsets, tablet and phone accessories, as well as phone plans, data plan, and plan features.
  • Meeting or exceeding monthly company sales targets, in adherence to the Policy (Sales Goals – Chargebacks)
  • Ensure correct daily cash balancing and deposits of the Sales Field Representative’s assigned drawer to accurately maintain financial records for the Accounting Department
  • Adhere to an assigned work schedule, while being conscious of minimizing overtime, including clocking in and out via our time keeping system
  • Assist the Cellular One Store Supervisor in performing weekly and monthly inventory counts, in which the Sales Field Representative will be held accountable for all store inventory
  • Assist the Cellular One Store Supervisor in confirming that all marketing collateral is current and up to date.
  • Use the 6 Steps of a Sale & maintain current customer base as well as to attract new customers
  • Other duties as requested by Cellular One Sales Managers
  • The Sales Field Representative must initially fully complete all Cellular One Customer Sales Contracts, with accurate contact information, to include:  correct billing address, correct physical address, with signatures, initials and dates
    • Cellular One Subsidized Sales Contracts must include proof of subsidized qualifications

Education/Experience

Previous retail Sales or Customer Service experience preferred. Excellent interpersonal and organizational skills required. Computer data entry skills preferred.

Working Conditions/Physical Activity Level/Manual Dexterity

  • Requires lifting up to 10 pounds, stooping and bending, with light physical activity.

Auxiliary Systems Support Specialist

Job Description Summary

The Auxiliary Systems Support Specialist position provides back office support for all customer driven activities from a variety of channels. This position also provides technical support escalation inbound calls from the Sales field and Customer Care. The goal of this position is to provide internal and external customers one-stop systems support, provide external customer communication via SMS, Chat, and monitor online customer activities, The Auxiliary Systems Support Specialist must have thorough knowledge of the internal customer management systems including Cost Guard, Redknee, Syniverse and Ucantel SMS and Chat. This position will support T2 escalations from Care or Sales for products and services offered by Cellular One in order to provide the customer with the appropriate solutions. It is essential this position be able to work independently; requiring minimal direction to complete daily tasks. A varied work schedule, including evenings and weekends is required.  As with all positions at Cellular One, the Auxiliary System Support Specialist must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

Major Duties & Responsibilities:

·       Set up daily SMS treatment and outreach as outlined and directed by Commercial and Compliance

·       Complete all Port requests using established timelines

·       Reply to online service inquiries in a timely manner

·       Process all Web Orders and manage customer response if order is incomplete or fraudulent

·       Respond to Chat sessions per prescribed timeline (TBD)

·       Inbound Tier 1 support for system issues as reported by Care and Sales

·       Assist with correct provisioning errors

·       Monitor NPS Detractor responses; distribute as needed to Care or Sales for responses

·       Provide Tier 2 Technical Support escalations from Care and Field

·       Participate in outbound call efforts as directed for T2 escalations

·       Monitor and track Trouble Tickets as submitted by the Sales field and Customer Care agents

Additional Duties & Responsibilities:

·       Capable of  extracting necessary data from reporting for accurate SMS blasts

·       Clear and professional written communication skills for online inquires and customer chat sessions

·       Interface with Finance on web order processes

·       Support the ITApplications team with maintenances, on-call and system upgrades as required

Key Competencies: 

·       Professional Phone Skills, Listening Skills, Conflict Resolution Skills, CRM and Billing System Knowledge, Product and Services Knowledge, Documentation Skills, Quality and Accuracy Focus, Problem Solving, Industry Knowledge, Ability to Multi-task, Team Player

Computer Software/Hardware Skills:

·       Typing and Data Entry Skills required

Specific Requirements/Qualifications:

Education/Experience Requirements:

  • Minimum GED required
  • Previous Customer Service experience preferred
  • Must possess strong Interpersonal communication skills

Physical Requirements:

·       Lifting up to 50 Pounds

Level I Requirements:

Aux Sys Support: 12-24 months experience in this role; capable of working independently to resolve issues, escalating as needed; consistent performance metrics at 3.0 throughout previous 12 month review period 

 
 
 

Level II Requirements:

Aux Sys Support: 25-36 months experience in this role; consistent performance metrics at 3.0 or better throughout  previous 12 month review period 

 
 
 

Level III Requirements:

Aux Sys Support with >36 months experience; can offer Lead/Supervisor level support; consistent performance metrics achievement of 3.4 or better throughout previous 12 month review period

 
 
 

 

Lead Senior Accountant

The Lead Senior Accountant must produce work reflecting a high degree of accuracy and the utmost respect for confidentiality.  As with all Cellular One positions, this position requires actions and behaviors that promote a positive and supportive working environment at all times.  Additional responsibilities include, but are not limited to the following.

Principle Accountabilities:

1.    Reviews & approves journal entries and general ledger account reconciliations.

2.    Evaluates and makes appropriate improvements to internal accounting processes, ensuring that practices are in line with the overall goals of the organization.

3.    Collects and analyzes financial data; prepares report for Senior Management summarizing findings.

  1. Ensures financial records are maintained in compliance with generally accepted accounting policies and procedures.
  2. Leads and directs the work of others.
  3. Ensures all financial reporting deadlines are met.
  4. Assists with the annual financial audit preparation.
  5. Assists with the development of the annual operating budget.
  6. Ensures accurate and timely recording of revenues and expenses.
  7. Responsible for reviewing actual operating results to budget in order to ensure conformance to budgetary limits.
  8.  Recommends efficient use of resources and provides recommendations and solutions to business and financial problems.
  9. Special projects as assigned by the CFO, Finance Director or Controller.

Desired Qualifications:

  1. Bachelor’s degree in Accounting or Finance from an accredited university.
  2. Knowledge of Generally Accepted Accounting Principles.
  3. Proficient in Microsoft Excel and have experience with Microsoft Dynamics GP or similar accounting software.
  4. 8+ years of experience in accounting, financial reporting and financial analysis.
  5. 5+ years supervisory experience.
  6. CPA or CMA certification is preferred.

Key Competencies:

  1. High attention to detail and accuracy
  2. Ability to work with employees at all levels of the organization
  3. Plan and accomplish goals within deadlines
  4. Strong verbal & written communication skills
  5. Judgment and problem-solving skills
  6. Stress tolerance
  7. Confidentiality

Field Engineer I - Show Low Office/Phoenix Office

POSITION: Field Engineer I

 

Technical

roles

responsibilities

 

 

Field Engineer I

Field Engineer I, will work all Tickets regardless of CW Tier status that involves on-site work. This includes work for Managed and Hourly clients.

 

Cable Pulling and equipment installs

All cable pulls, and equipment installations will be in accordance with industry standards and meet the highest level of safety and cleanliness during installation.

 

Project work

Projects will be setup by the System Administrator/Supervisor, Phases and tickets within each phase will be assigned to different technicians and Field Engineers for completion.

 

 

 

 

 

 

SLAs

Ensure ticket response times are met according to client’s SLAs.

 

Skill SetS

Technical

Certifacation & Work History

 

Field Engineer

Field Engineer should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training

Field Engineer skill set

Basic Computer and operating system trouble shooting.

Basic Networking and troubleshooting

Help desk experience using ticket programs, answering client calls and escalating tickets. 1+ years.

Basic Client application troubleshooting and resolution.

Project Ticket Experience.

Excellent documentation in ITBoost

Field Engineer Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

CCTV and Access control certification or compatible years of service and demonstrative work history.

helpdesk cover

ROLES

responsibilities

 

Field work Cover

Ensure Field work is manned always. Lunch times will be staggered between the offices so that help desk coverage is adequate.

Request additional support from Supervisor when necessary.

Effective use of Resources

Through effective escalation, Field Engineers should ensure they identify faults effectively to ensure escalation to correct Tier along with accurate Subtype. Use LabTech to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - Field Engineers are not permitted to write and deploy their own scripts, or setup new monitors in CW “Automate”. Ideas for new scripts/monitors should be tabled at weekly helpdesk meetings.

 


teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Supervisor. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

Field Engineers are the 1st port of call for complaints.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Supervisor, even if you have resolved the client’s complaints through ticket resolution.

Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Supervisor for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

 

Identify Sales Opportunities

Pick up on client buying signals
 

Identify systems in need of upgrade or replacement
 

Forward Opportunities to CW Sales Board.

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover for helpdesk business to Coordinator.

As a 1st Line Technician, you will detect spikes in helpdesk utilization before anyone else.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.

Sales Engineer - Sunstate

The Sunstate Sales Engineer will report into Director of Sales.  This position will require strong organization skills, customer follow up, requires actions and behaviors that promote a positive and supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

•       Meet all company sales quotas 

•       Participate in all sales and technical training

•       Engineer internet and WAN solutions for Sunstate new and existing clients

•       Engineer workstations or other hardware solutions for Sunstate new and existing clients

•       Build pricing and create Network Designs for Sunstate MSP and ISP services and Hardware

•       Involvement in Product and pricing workbook updates

•       Work cohesively with procurement and projects team to confirm product/project is ordered and laid out according to signed agreement

•       Ensure  service installation close out packages from Sunstate’s projects team for key accounts are performed according to contracted services

•       Proficiency of utilizing Connectwise

•       Submit and manage Feasibility for ICT related projects with Cellular One’s ETO as well as outside vendors and Sunstates technical team

•       Participate in site walks, discovery and sales meetings with IT, Business owners and C-Level personnel

•       Attend any daily, weekly, and/or monthly meetings with Sales Director and/or team

•       Assist with resolving critical issues with any client/ business relationships

•       Keep up to date on industry related news and technology

•       Update all activities according to Sales processes within ConnectWise

•       Create and manage all sales opportunities in Connectwise and submit weekly and monthly reports to Director of sales

•       Achieve Activity points quota on a monthly basis

Education/Experience:

Associates Degree in Business Administration, or related discipline, or the equivalent in work experience.

 Working Conditions/Physical Activity Level/Manual Dexterity-Working conditions will consist of a well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation. This position may require lifting up to 10 pounds, stooping and bending, and light physical activity, needing manual dexterity sufficient to work with the fingers.

Functional Skills

  • Proficient in Cost Guard, Connectwise and Govwin/Onvia and must have detailed knowledge of Microsoft Office
  • Ability to follow, track, develop and create process
  • This position requires strong customer service skills and the ability to multi task in high stress work environment
  • Organized self-starter with drive and capable of managing multiple projects
  • Knowledge to make diagrams/maps
  • Competence to understand VBS language
  • Understanding of all State and federal funding program’s as it pertains to Sunstates core business
  • Ability to define problems, collect data, establish facts, and draw valid conclusions

 

Project Coordinator - Sunstate Show Low Office/Phoenix Office

The Project Coordinator is responsible for the successful implementation of all MSP projects.  This includes coordinating with the project technicians and engineers along with managing the client’s expectations and ongoing communication throughout the project completion.  This positon will be responsible for developing intra-office communication protocols, streamlining administrative procedures, inventory control, and task delegation. The Project Coordinator will provide back up to the Service Coordinator as needed. We’re looking for an energetic professional who doesn’t mind wearing multiple hats. 

Essential Duties and Responsibilities:

The Project Coordinator position is a key contributor in the success of ensuring client satisfaction.  This is achieved by proper follow through, proper triaging and managing of service requests, and helping in managing client expectations.

·      Create support tickets

·      Conduct account research

·      Create and maintain various reports

·      Handle basic office tasks

·      Adjusting resources as needed

·      Set client expectations thru developed roadmaps showing project phases and implementation time frames while ensuring proper client communication remains thru client acknowledged completion of the projects.

·      Schedule internal and field technical resources

·      Monitor resource schedules to ensure prompt time entry on service requests

·      Communication with customers as required: keeping them informed of project progress, notifying them of impending changes

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

·      Ability to work on multiple priorities and/or projects simultaneously.

·      Excellent listening and communications skills, both verbal and written.

·      Strong customer relationship skills.

·      Organized, detail oriented and self-motivated.

·      Strong computer skills and the ability to effectively communicate through e-mail.

·      Ability to remain in contact with the client thru the completion of the incident.

·      Basic problem-solving abilities and ability to meet reasonable deadlines.

·      Willingness to develop professionally.

·      Strong leadership and organizational skills.

·      Well-developed written and oral communications skills including group presentations, group facilitation, personal coaching and customer communications.

·      Ability to collaborate, establish and maintain credible and influential relationships at all levels.

·      The ability to routinely multitask from the tactical to the strategic activities in a fast paced environment.

Educational/Vocational/Previous Experience Recommendations:

·      Ability to type 30+ WPM (words per minute)

·      1+ years’ experience in Customer Services is required.

·      2+ years’ experience in Project Management