Are you someone who thrives behind the scenes, ensuring every detail is in place and every task is completed to perfection? As a Back Office Associate at Fusion CX, you will play a critical role in processing and verifying orders for mobile devices and wireless services. You will be responsible for maintaining accuracy, identifying discrepancies, managing support tickets, and collaborating with internal teams — all without the pressure of customer-facing interactions. If you are organized, tech-savvy, and driven by excellence, this role is your opportunity to make a meaningful impact from the engine room of CX operations.
Job Description – Back Office Associate
Key responsibilities of the back office associate in Fusion CX in Houston, Texas:
- Pull orders and verify eligibility requirements using the order gateway (OCE), ensuring all data is accurately processed.
- Provide exceptional service by maintaining focus while working independently.
- Monitor and manage client escalation emails, creating and following up on support tickets as needed.
- Identify discrepancies in orders or processes and respond appropriately to resolve issues.
- Collaborate with internal departments to enhance customer service quality and strengthen brand awareness.
- Manage individual workload efficiently while navigating multiple systems on a computer.
- Work scheduled shifts within the program’s designated Hours of Operation.
- Process orders for mobile phones, wireless services, features, plans, promotions, and account updates.
- Locate and research information to support order fulfillment and resolve processing, automation, or promotions issues.
- Clearly and concisely notate customer accounts and orders to ensure accurate record-keeping and follow-up.
- Meet Quality Assurance Requirements and other key performance metrics, including production and attendance, as back office associates.
- Excellent interpersonal, written, and oral communication skills.
- Strong work ethic, effectively managing multiple priorities, and adapting to change within a fast-paced business environment.
- Must possess a professional and friendly attitude.
- Must be able to work well independently and drive your performance.
- Ability to learn and navigate new software quickly.
- Agents need to be able to manage their workload, navigate multiple systems on their computer, and work a shift within the Hours of Operation on the program.
Job Requirements – Back Office Associate
Required skills and qualifications of an ideal candidate for the back office associate role:
- High School Diploma/GED required
- Minimum 1-2 years of data entry experience
- Microsoft Office Experience – Excel, Outlook, Word, Teams
- Above-average typing/computer skills
- Ability to multitask across multiple systems
- Production target of 8+ orders per hour
- Must be able to work well independently and drive your performance
- Open Schedule Availability depending on departmental needs
- Good Attendance and Punctuality
- Reliable Transportation (if working onsite in the office)
- No Cell Phones allowed on the floor
Customer Service Skills:
- Excellent verbal and written communication skills
- Basic critical thinking skills
- Ability to read, follow directions, and apply logical steps to finding resolutions for customer issues
- Ability to interact with team members in a friendly and courteous manner.
- Ability to remain calm and composed in a fast-paced working environment
- Must be detail-oriented, organized, flexible, and able to multitask
Physical Requirements
- Prolonged periods of sitting and computer work
- Ability to lift up to 15 pounds occasionally
Why Join Fusion CX?
At Fusion CX, we do not just fill roles — we build futures. As a CX transformation company, we recognize that excellence happens when people are trusted to own their work. In our back office teams, precision is power — and we give you the tools, autonomy, and support to succeed. As a back office associate in Houston, you will join a company that values consistency, accountability, and internal mobility. Whether you are looking to master your craft or grow into new challenges, Fusion CX offers a clear path forward in an environment that respects your focus and rewards your dedication.
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