Customer Service & Activation Rep I

Job Description

Job Description

Wyyerd Fiber is seeking a Customer Service and Activation Representative (CSAR) to be part of a team of high-energy, customer-oriented peers who handle inbound sales and customer support as the first point of contact for customers and others who contact us.

Overview

The Customer Service and Activation Representative (CSAR) is the first point of contact for customers who are interested in services provided by Wyyerd Fiber; therefore, the ability to make a positive first impression is an important aspect of this position. They are responsible for assisting customers with internet and phone service, moves, adds, cancellations, and changes, and billing related inquiries. This individual must be proactive in recognizing the needs of customers, providing solutions or referring customers to associates who will be able to provide quick and accurate resolutions to their problems. The CSAR should actively seek to sell and up-sell products and services that may be beneficial to customers. Therefore, this individual must be diligent and assertive when referencing the latest products and services provided by the company. The CSAR will be involved with community/external events and promotions and any other activity that is identified as being of value to promote Wyyerd Fiber and its products in the market.

Responsibilities:

• Provide positive outstanding customer service in all aspects of customer contact

• Manage customer concerns while meeting company goals

• Suggest products and services for customer’s needs

• Promote our products and services and up-sell where appropriate for customers

• Handle Inbound phone calls, email inquiries, and walk-in customer needs

• Assist customers with billing inquiries and ensure billing accuracy

• Troubleshoot a limited set of basic technical issues in order to obtain First Call Resolution

• Provision new services, moves, adds, cancellations, and changes in network management system as needed

• Attend community events as needed

• Other duties as required

Experience/Qualifications:

• Familiar with customer record systems and practices in general

• Familiar with the Google suite of office tools

• 2+ years customer service experience

• Typing skills, 40+ words per minute

• High school diploma

• Highly organized, detail oriented, and communicative with colleagues and leaders

• Ability to adapt to a fast moving and changing environment

• Must enjoy working with the public, both on the telephone and in person

• Ability to troubleshoot and identify customers’ needs

• Ability to multitask, prioritize and manage time effectively