Customer Service Representative

This important position is Stupp Fiber's front line for the customer. As a Customer Service Representative, you will be a part of a team utilizing our data-driven software suite to help subscribers "right-size" their internet plan to meet their home or business needs, provide level-one technical support, resolve complaints, keep customer accounts current and connected, and ensure ongoing loyalty to Stupp Fiber.

If you are a self-starter who loves working in a collaborative environment and helping others, you will have plenty of room with our organization.

The Customer Service Representative position involves contact with customers directly, explaining services and products, closing sales, resolving complaints, and working as a part of a team to represent the Company.

Essential Duties and Responsibilities include but are not limited to:

• Answer customer service calls and assist customers with sign-up, scheduling, and billing related questions.
• Ensure new customers are registered on the customer portal and are enrolled in autopay.
• Make outbound calls to convert preregistrations to subscribers.
• Coordinate next-day installations via email or phone.
• Manage monthly customer billing process.
• Work closely with sales and installation teams to meet customer expectations.
• Assist with marketing tasks including mailings, promotional item inventory, and attending community events as needed.

Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills:

• Excellent communication skills (written, verbal, auditory) to assist customers and collaborate with team members.
• Strong attention to detail and proactive problem - solving abilities
• Proven ability to prioritize tasks appropriately and to work with limited supervision.

Education and/or Experience: High school diploma or GED or high school equivalence certificate. Previous customer service experience is preferred.

Reasoning Ability:

• Deductive Reasoning-The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning-The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Problem Sensitivity-The ability to tell when something is wrong or is likely to go wrong. It does not always involve solving the problem, only recognizing there is a problem.
• Critical Thinking-Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Computer Skills:

• Microsoft Office Suite

Physical Demands:

• The ability to see details at close range and use a computer.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine and printer.
• Frequently communicates and must be able to participate in the exchange.

Work Environment:

• Must be able to perform duties in a general office environment.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Stupp Fiber is committed to providing equal employment opportunity ("EEO") and will make employment decisions without regard to race, color, religion, national origin, citizenship, age, sex, gender, sexual orientation, sexual preference, gender identity or gender expression, veteran status, marital status, disability, or any other characteristic protected under applicable laws and regulations. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability, protected veteran status or any other characteristic protected under applicable laws and regulations. Under the Americans with Disabilities Act and other applicable laws, Stupp Fiber will provide reasonable accommodation to disabled applicants upon request during the application process to ensure equal opportunities to be considered for employment.