(Call Center floor sitting area | Photo Courtesy of Consumer Cellular)
Consumer Cellular in Redmond has seen explosive growth over the past few years, and as a result, the company recently completed a $2 million renovation of its contact center facility and is looking to hire as many as 200-300 new employees in the new year.
“We are experiencing rapid growth, so we are constantly expanding our workforce,” said Tiffany Smith, site manager at the call center. “We are consistently hiring to keep up with the growth.”
The Redmond Consumer Cellular facility is an inbound call center, where representatives take calls from existing customers who have questions about their accounts, need to pay a bill or who need help with their phones, Smith explained. The reps also take calls from potential customers requesting information, typically after they have seen a commercial or an ad. Consumer Cellular has a partnership with AARP and caters to customers in the 50 and older age demographic, but provides service to everyone, she said.
Hiring is now taking place for Customer Account Advisors, with full-time and part-time positions available. Starting pay is $15 per hour, with full-time employees receiving 100 percent paid medical, dental and vision insurance, as well as options for 401K matching and tuition reimbursement. “We have a really good benefits package,” said Smith. Part-time employees are eligible to receive 50 percent coverage on medical, dental and vision insurance. Other benefits include special discounted phone rates, paid time off and a monthly bonus potential once an employee has been promoted.
Smith said they are looking for applicants who have at least six months of previous customer service experience, because, she said, “The company is dedicated to providing the best-possible experience to every person who calls in to the center.” She added, “We are an award-winning customer service organization. We have received the customer service award from JD Power and Associates seven times in a row, and many other awards as well.”
The Redmond facility is open from 4:55am to 7:45pm Monday through Friday, and from 5:55am to 7:15pm on weekends. “A lot of call centers are open 24 hours, but we want our employees to be able to go home and be with their families,” said Smith. “Oftentimes, there is a negative view of working in a call center. But Consumer Cellular is a great environment with a lot of support,” she said. “There is a lot of opportunity for growth in the company. It’s a much different experience here.”
The call center facility in Redmond was originally opened in 2012, and with the renovation, the campus now includes a gym, basketball court, community center, ping-pong table, arcade machine and a marketplace where quick meals can be purchased. The facility currently has 360 employees, but the new building has the capacity to house up to 700. “During the renovation, we slowed down the hiring process. But now we are looking to fill the new building,” said Smith.
“Our new hires tell me it feels like a family, that it’s a positive, great place to work,” said Smith. “It really is a nice place to work, and there is a lot of space for people to relax in during breaks.”
There are two ways to apply for a job with Consumer Cellular in Redmond, Smith said. Walk-in interviews are available onsite at 2999 SW 6th St. in Redmond every Monday from 9:30am to 12pm and every Tuesday from 2 to 4pm. If that doesn’t work, interested individuals can apply online at consumercellular.com/careers, and they will be contacted by a recruiter. “We don’t want to discourage people; if they can’t make it on Monday or Tuesday, we can arrange an interview at other times,” said Smith.
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Consumer Cellular also operates contact centers in Portland and Phoenix, Arizona. For more information, visit consumercellular.com.