CUSTOMER SERVICE REPRESENTATIVE I

Customer Service Representative

FastBridge Fiber is a modern fiber-optic internet service company providing ultra-fast and highly reliable service to homes and businesses over our newly constructed all-fiber network.

The network is built with today's customers in mind; customers with multiple connected devices demanding the fastest speed and highest reliability. Customers enjoy hassle-free pricing plans and attentive customer service with FastBridge Fiber, unlike those services offered by monopoly communications companies.

FastBridge Fiber is committed to hiring and investing in the local communities we serve. We embrace a philosophy that is built upon respect, trust, and flexibility.

FastBridge Fiber is supported by equity financing from Guggenheim Investments, and we are all committed and focused on rapidly growing our footprint!

About the Opportunity

The Customer Service Representative provides technical support to our customers who may be experiencing issues with their internet service, setting up WiFi, wanting to turn on some features or simply have a question about their bill. Success in this role requires a well-rounded individual with a genuine enthusiasm for technology and keen interested in helping customers by resolving their trouble. Customer service experience is definitely a plus.

Schedule

Sunday- 10:00am-6:30pm EST

Monday-Thursday- 12:00pm-8:30pm EST

The Customer Service Representative will have a combination of in office and work from home shifts. The schedule is non-negotiable.

Training Schedule

Monday-Friday 8:30am- 5:00pm EST in office.

Duties and Responsibilities

• Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails).
• Manage customer communications received via multiple sources – phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns.
• Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered.
• Complete change of service requests and make updates to accounts per customer requests.
• Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.
• Provide excellent customer service support including technical troubleshooting of service issues to customer calling in or chatting in for help.
• Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Ensure details of the contact are captured in CRM by opening trouble tickets where applicable, documenting the contact, actions taken & details of how issue was resolved.
• Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete.
• Respond to escalated calls from customers and service techs during installation or service calls.
• Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction.
• Ensure that service-impacting events are worked timely to minimize service outages.
• Provide customers with updates on the progress of the work orders and/or trouble tickets.
• Follow-up with potential customers to convert leads to orders or to finalize orders.
• Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
• Exceed customer expectations at every opportunity.
• Navigate through multiple systems
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• 6+ months of experience troubleshooting basic hardware, software, and/or connectivity issues.
• 2 years of customer service experience, 1 year in a contact center setting.
• Previous telecommunications experience a plus.
• Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
• Enjoys working with a team, but has ability to work independently, multi-task in a fast-paced environment without supervision.
• Ability to work as part of a team to achieve individual and team results
• Proven capability of delivering on individual and team goals and key metrics
• Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
• Ability to learn and grasp new concepts and work through problems in a logical manner.
• A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results.
• Positive attitude with a passion for helping customers and the ability to connect with people.
• Committed to owning customer issues from start to finish
• Excellent customer service skills, including positive phone demeanor.
• Strong follow-up skills, accuracy, and attention to detail.
• Strong technical aptitude with excellent end-user interaction skills
• Capable of answering technical questions from technical and non-technical users.
• Able to listen with solid analytical, problem-solving and trouble-shooting skills with capability to solve complex problems
• Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems
• Strong computer skills and the ability to navigate through multiple screens.
• Exceptional knowledge of Microsoft Office applications
• Excellent verbal and written communication skills
• Must be able to pass criminal background check and drug test
• Flexibility to work mandatory overtime to meet business needs
• High integrity and strong work ethic are a must
• Attention to detail and ability to think creatively and strategically is a must
• Excellent organization and time management skills
• Ability to interact and communicate effectively with other team members
• You have a high school diploma or equivalent (higher education preferred)
• Bilingual skills (verbal, written, read) in Spanish preferred

Want to know more about what we stand for? At FastBridge Fiber we care about narrowing the digital divide and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.