Universal Customer Support Representative

Universal Customer Support Representative (Inbound)

Compensation Starting at $20.00/hour (USD) + Monthly Incentive Earning Potential Based on experience

Position Overview The Universal Customer Support Representative is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers.

This role is ideal for individuals who excel in fast-paced call environments, demonstrate strong empathy and communication skills, and take full ownership of customer issues with a focus on resolving concerns during the first interaction whenever possible.

Universal Representatives are empowered to serve as the voice of the customer, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.

Key Responsibilities

Inbound Customer Support & Issue Resolution

• Handle a high volume of inbound customer calls while maintaining professionalism, empathy, and accuracy
• Resolve a wide range of inquiries including billing questions, account updates, rate plans, and technical troubleshooting
• Take full ownership of customer issues from start to finish, actively listening and confirming resolution before ending the call
• Balance efficiency with quality by resolving issues correctly the first time

Billing, Account & Self-Service Support

• Review customer billing ledgers, explain charges clearly, and resolve billing concerns
• Assist customers in selecting appropriate rate plans, equipment, and additional services
• Guide customers through the customer portal and self-service tools, ensuring understanding of next steps
• Accurately document all interactions and update customer records

Technical Support (Foundational)

• Provide technical support for Internet, VoIP, email, web hosting, and Ethernet services
• Troubleshoot service issues using established tools and procedures
• Use sound judgment to schedule onsite service visits or equipment replacements when needed

Collaboration & Continuous Improvement

• Communicate recurring customer issues and process gaps to internal departments
• Adhere to all policies, procedures, and quality standards
• Maintain punctuality, reliability, and a professional demeanor in a team environment

How Success Is Measured

Success in this role is measured using clear, well-defined performance metrics, including:

• First Contact Resolution (FCR): Resolving the customer's issue during the initial interaction without the need for follow-up
• Average Handle Time (AHT): Managing call length efficiently while still providing a high-quality customer experience
• Customer Satisfaction (CSAT): Customer feedback reflecting satisfaction with service and issue resolution
• Schedule Adherence: Being available and ready to handle calls as scheduled
• Quality & Accuracy: Proper documentation, correct resolutions, and adherence to procedures

Required Qualifications

• Strong customer service, communication, and listening skills
• Ability to build rapport and remain calm in a high-volume inbound call environment
• 12 years of related experience preferred (call center, customer service, billing, or technical support)
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Basic understanding of billing concepts (credits, debits, percentages, discounts)
• Typing speed of 30 WPM or higher preferred

Technical Knowledge (Preferred / Trainable)

• Basic understanding of:
• IP addressing and networking fundamentals
• Wi-Fi and network hardware concepts
• Email setup and configuration
• Willingness to learn new systems and technical concepts quickly

Schedule & Work Location

• This is primarily an in-office position in a shared workspace environment
• Limited work-from-home opportunities may be required on an occasional basis for business continuity or operational needs
• Availability for evenings and/or weekends may be required

Working Conditions

• Prolonged periods of sitting, speaking, and computer use
• Occasional standing, walking, reaching, and lifting up to 15 pounds