Customer Support Representative - Remote after training

Job Description

Job Description

Customer Support Representative

Location: (Remote) following training in either Mission/Topeka
Position Type: Full-Time
Compensation: Competitive Pay
Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Position Summary: Mercury Fiber is seeking a friendly, dependable, and customer-focused Customer Service Representative to provide exceptional service to our customers. In this role, you will assist customers with account inquiries, billing questions, service requests, troubleshooting, and scheduling while delivering a positive experience on every interaction. This is an entry-level position with paid training and opportunities for career growth within the company.

Key Responsibilities:

• Deliver exceptional customer service through inbound phone calls, chat, and other communication channels.
• Assist customers with billing inquiries, account updates, payments, and general account maintenance.
• Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed.
• Schedule installations, service calls, repairs, and technician appointments.
• Educate customers on Mercury Fiber products, services, and available promotions.
• Identify opportunities to recommend products and services that best meet customer needs.
• Accurately document customer interactions in company systems.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Meet established quality, productivity, attendance, and customer satisfaction expectations.
• Collaborate with other departments to ensure timely resolution of customer issues.

Skills and Requirements:

• Deliver exceptional customer service through inbound phone calls, chat, and other communication channels.
• Assist customers with billing inquiries, account updates, payments, and general account maintenance.
• Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed.
• Schedule installations, service calls, repairs, and technician appointments.
• Educate customers on Mercury Fiber products, services, and available promotions.
• Identify opportunities to recommend products and services that best meet customer needs.
• Accurately document customer interactions in company systems.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Meet established quality, productivity, attendance, and customer satisfaction expectations.
• Collaborate with other departments to ensure timely resolution of customer issues.

Education Requirements:

• High School Diploma or GED required
• 1-2 years of customer service or call center experience preferred
• Experience in telecommunications, internet service, or technical support is a plus.

Physical Requirements:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Ability to sit at a computer terminal for an extended period.
• May be required to operate general office equipment including but not limited to copiers, printers.

Organization: Mercury Fiber is committed to delivering reliable, high-speed fiber internet and exceptional customer service to the communities we serve. As we continue to grow, we're looking for team members who are passionate about helping customers and making a positive impact with every interaction. We believe in investing in our employees through training, career development, and opportunities for advancement.

Mercury Fiber is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.