Customer Support Representative

Customer Service Representative

We are excited to add this position to our fast-growing LiveOak Fiber Team! We offer a competitive total rewards program that includes employer-paid medical, dental, and vision, paid time off, as well as bonus potential. The Customer Service Representative will play a pivotal role in providing exceptional customer experiences by assisting customers with account management, billing inquiries, scheduling service appointments, and more.

Essential Duties & Responsibilities

· Respond to customer inquiries via digital channels and in-person in a friendly and professional manner.

· Assist customers with logging into their accounts and provide support for general account management.

· Handle billing inquiries, payments, and payment plans, and resolve billing discrepancies.

· Accept orders from new customers and modify existing customer orders.

· Schedule installations, work orders, and service calls as needed.

· Conduct customer satisfaction surveys and gather feedback for continuous improvement.

· Utilize customer service software and ticketing systems to manage customer inquiries and service requests.

· Maintain accurate records of customer interactions, transactions, and feedback.

· Process customer disconnections and equipment returns.

· Apply payment and process checks for customer bills.

Knowledge, Skills & Abilities

· Strong customer service orientation with excellent communication and interpersonal skills.

· Proficiency in using customer service software and tools.

· Attention to detail and commitment to issue resolution.

· Ability to multitask, manage time effectively, and work in a fast-paced environment.

· Problem-solving and conflict resolution abilities.

Basic Qualifications & Competencies

· High school diploma or equivalent.

· Minimum of 2 years of experience in customer service, preferably in telecommunications or a related field.

· Strong customer focus with exceptional communication skills.

· Proficiency in using customer service software and CRM systems.

· Must be able to work flexible hours, including evenings and weekends as needed.

Preferred Qualifications & Competencies

· Associate's degree or equivalent education.

· Experience in the telecommunications or ISP industry.

· Certification in customer service.

Physical Demands & Working Environment

• Walking- up to 40%
• Standing- up to 40%
• Reaching- up to 10%
• Lifting and/or bending- up to 10%
• Work environment- indoors and outdoors
• Able to lift up 45 pounds.
• Travel: up to 40%

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.