Customer Service Representative / Technical Assitance

Job Description

Job Description

Position Summary

We’re hiring a Customer Service Representative (“Concierge”) to serve as the first point of contact for customers with questions or concerns about their internet service. This role is focused on proactive, white-glove support—delivering a first-in-class experience with empathy, technical troubleshooting, and a commitment to resolving issues quickly (often before they become issues at all). You’ll support customers across phone, email, and chat while maintaining high satisfaction and first-contact resolution.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat, ensuring customers feel personally supported
• Resolve customer issues and complaints efficiently with empathy and professionalism
• Handle call intake in accordance with customer service policies
• Troubleshoot internet-related technical issues and assist customers with solutions
• Educate customers on products and services and recommend ways to improve their internet experience (inside sales)
• Process customer orders and cancellations for inbound sales; update account information on every interaction
• Partner with other departments to resolve complex issues; escalate unresolved issues when needed
• Meet or exceed service goals including response time, customer satisfaction, and first-call resolution
• Maintain up-to-date product and technical knowledge

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• 3+ years of customer service experience (telecommunications industry preferred)
• Demonstrated ability to connect with customers and deliver exceptional satisfaction scores
• Strong knowledge of fiber internet market and technology trends
• Excellent communication and interpersonal skills
• Ability to multitask in a fast-paced environment
• Strong problem-solving and critical-thinking skills
• Able to learn new technical skills quickly
• Proficient in Microsoft Office; experience with CRM and/or billing systems
• Flexible schedule availability (evenings, weekends, holidays as needed)