Universal Customer Support Representative

Job Description

Job Description

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
• 1–2 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

Please feel free to review our Benefits at the following link: