Customer Service Representative

Job Description

Job Description

At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.

• Prepare, review and process applications for service and service orders for WVT and subsidiaries.
• Answer inbound calls in a timely, professional, and friendly manner
• Schedule and manage installation appointments and updates
• Convert inbound inquiries into new customer activations
• Upsell or cross-sell fiber internet services and bundles to current customers
• Accurately document all customer interactions and next steps in internal systems
• Receives, records, and distributes trouble reports or service orders to crews based on customer request/need.
• Update, Manage, and Maintain customer records as applicable.
• Follow up with customers to ensure satisfaction.
• Have complete understanding of billing systems and procedures.
• Answer customer questions and complaints.
• Assist Customers with payments.
• Assist walk-in Lobby Customers.
• Assist manager to study and standardize procedures to improve efficiency of department processes.
• Assist in the cross training of duties and responsibilities.
• Regular attendance is essential in this position.
• Adhere to company safety regulations.