Customer Service Representative

• Department: Customer Experience
• Reports To: Manager, Customer Service
• As a Customer Service Representative, you are the face of our company and make the first impression on our customers
• This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work as it arises
• The Customer Service team handles all incoming tasks such as onboarding new customers, existing customer account inquiries, payment postings, add-on requests, resource coordination and interdepartmental communication
• You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards, and the goals of the company are achieved
• Serve as the primary point of contact for customer inquiries regarding billing, payment updates, service modifications (upgrades/downgrades), portal navigation, account setups, and cancellations
• Resolve past-due accounts and collect payments from individual or commercial clients to maintain account standing
• Handle incoming calls promptly and address inquiries
• Create, track, and manage support tickets for all inbound customer communications using internal service platforms and tracking software
• Partner closely with Technical Support, Service Delivery, and Billing teams to ensure seamless issue resolution
• Utilize internal tools to pre-qualify prospective customers, follow up on service inquiries, and set up new subscriber accounts
• Maintain a deep understanding of product offerings, service plans, and system updates to address client inquiries and appropriately escalate advanced technical issues
• Provide general administrative support and complete ad-hoc operational projects as assigned
• Basic clerical, office, and administrative support as required
• Monitoring several spreadsheets and tracking internal Customer Service tickets
• This has no travel requirements
• This is a staff position
• This is a Nonexempt position
• This is a Full-Time position
• This is a Remote position
• Ability to sit and work at a desk for extended periods of time, using a computer and other office equipment
• Ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time

Benefits

• Paid Medical Plans
• Vision and Dental Plans
• Paid Holidays
• 401k
• Paid Time Off
• Paid FMLA
• Bonus Potential up to 20%
• Salary DOE: $100k -$150k- Ability to organize and prioritize work and adapt to changes quickly
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care
• Self-motivated with the ability to work in a fast paced, team-based environment
• Ability to effectively solve problems or escalate issues as needed
• Self-guided approach to learning and gaining knowledge in addition to company provided training
• Must be fluent in English and Spanish (written and verbal)
• High School diploma or GED
• Strong critical thinking skills with a proven ability to analyze complex situations and execute sound solutions
• Must be able to work 10:00 am – 7:00 pm Mountain Time, Monday through Friday with occasional weekend availability
• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary- This position requires the ability to pass a standard background check upon offer of position
• At least 2 professional references are required