Customer Support Representative

About Alyrica Networks

Alyrica Networks is an Internet Service Provider in the Mid-Willamette valley that services its customers through both wireless and fiber solutions. At Alyrica we strive to be the best customer experience in telecommunication. We believe in building a great company for our employees to work at so they can focus on serving the customer. As Alyrica continues to grow, we are looking for great people to join our team. We are seeking a candidate who is willing to help people first and go the extra mile for our customers. We also are looking for someone who is willing to take ownership and has the courage to do the right thing.

Role Specifics

The Customer Service Representative, or CSR, is the front-line of Alyrica to our customers, providing service information and resolve any emerging problems that our customers may be experiencing accurately and efficiently. A great CSR is a person who is patient, empathetic, and able to verbally communicate effectively as well as being a great problem solver. A CSR must be calm under pressure, have excellent written communication skills, enjoy talking to people and be a good listener. CSRs are able to see the customer’s point of view and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Pay Scale

CSR I: $18-$21/hour

CSR II: $20-$26/hour

(Night shift hours include an added 15% wage differential)

Core Role Responsibilities

• Managing incoming calls and customer service inquiries
• Make outbound calls to potential customers as they inquire about our service
• Performs basic network troubleshooting with customers to help resolve problems they may be experiencing
• Maintaining documentation of all calls and troubleshooting performed
• Be able to handle multiple interruptions and modifications to schedule
• Must be reachable and able to respond to network emergencies at all times when on call
• Willing to work night shift for 3 months at a time, 2 times per year
• Perform other duties as requested by the Customer Service Manager
• Understands basic RF/Fiber and Networking
• Go the extra mile in helping our customers

Requirements

• Experience: Customer Service, 1 year (Preferred)
• Technical Support: 1 year (Preferred)
• Education: High school or equivalent (Required)
• License: Driver's (Required)
• Typing speed of 35 wpm minimum (Required)

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Application Question(s):

• What time of day is best for you to do virtual interviews?
• If necessary, are you willing to work night shift 3 months at a time, twice per year?

Ability to Commute:

• Philomath, OR 97370 (Preferred)

Work Location: In person