Customer Care Representative

Job Description

Job Description

Rightfiber is one of the nation's largest privately held telecommunications platforms, serving more than 400 communities across a 20-state footprint. With more than 100 years of experience, we deliver high-speed internet, voice, and technology solutions that help homes, businesses, and communities thrive. While our network spans a broad geographic area, our commitment remains local. We believe in building lasting relationships, providing exceptional service, and investing in the communities where we live and work

We are looking for an experienced  Customer Care Representative  to join our team!

General Summary:

Customer Care Representatives assist both existing and prospective customers with service-related issues or inquires. The assistance this position delivers ranges from billing and account questions to service trouble and changes in services. The CCR is also responsible for performing tasks that help manage customer accounts and promoting services offered by the company. Promotion of services by the CCR often leads to new sales and/or upgrades in service as well as encourages word-of-mouth advertising within the service communities.

Must be able to work Monday - Friday 10am - 7pm.

Essential Job Functions:

• Answers internal and external, residential customer’s calls and emails concerning questions about billing, pricing, product information, & availability;
• Checks the customer service email queue daily; respond to emails and/or follows-up with phone calls;

• Sets deferred payment dates for customers having difficulty making payments in full;

• Educates customers on eligibility for Lifeline and the Affordable Connectivity programs;
• Volunteers to participate in after-hours events hosted by Rightfiber, our customers, vendors and the community;
• Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge;
• Manages customer inquiries and problems in a professional, effective and timely manner;
• Remains current with changing trends in the telecommunications, cable television and home security industries and the services and products offered by Rightfiber;
• Takes ownership to identify, research and resolve billing inquiries, and account changes;
• Retains existing customers through proactive customer service and consulting techniques, enabling customers to perceive value in the service;
• Verifies and completes required documentation for customer premise equipment, whether returned or issued;
• Responsible for entering and verifying all customers’ information and service orders into applicable billing and operations software programs;
• Develops relationships with residential customers in person, on the phone or through written communications;
• Interacts with other groups to identify, troubleshoot, and/or resolve service and/or scheduling issues, and provides consistent follow-up to ensure timely completion or resolution that meets or exceeds customer expectations;
• Processes cash, bank drafts, check and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times;
• Balances cash drawer/posts payments daily/sets up and/or makes bank deposits daily;
• Able to travel to remote office locations, and/or other locations as required;
• Maintains confidentiality and security of all customer information;
• Recognizes, documents, and alerts the supervisor of trends in customer calls and/or interaction;
• Shares acquired information with team members, and provides information that can be used for new hire training or expanding others’ knowledge;
• Communicates difficult or sensitive information tactfully;
• Makes outbound calls for the purpose of follow-up, courtesy, and collection;
• Demonstrates initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times;
• Applies knowledge of specific product details to troubleshoot and resolve minor problems and prevent unnecessary dispatch of a service technician;
• Able to regularly work flexible schedules, including overtime, nights, weekends, and some holiday;
• Demonstrates effective time management by prioritizing daily work activities;
• Projects a professional appearance and demeanor when interacting with customers or representing Rightfiber in other activities.

Knowledge, Skills, and Abilities:

• Basic keyboarding skills;
• Basic math skills;
• Basic verbal skill;
• Ability to interpret and explain retail billing invoices and collection experience preferred;
• A professional dress and well-groomed personal appearance is always expected;
• Ability to maintain a positive and professional demeanor when dealing with difficult situations;

• Demonstrates skill in effective written and oral communication, including excellent enunciation, grammar, and lack of slang. Includes ability to follow written and oral instructions;

• Knowledge of voice, video and data industries;
• Knowledge of database software applications, i.e. billing systems, accounting systems, and vendor order systems;

• Basic computer experience including Word, Excel, Microsoft Edge and Outlook;

• Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation;
• Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems;
• Ability to effectively communicate with customers, co-workers, and various business contacts in a professional and courteous manner either in person, on the phone, or via email;
• Ability to pay close attention to detail;
• Ability to work with frequent interruptions;
• Ability to multitask efficiently and effectively;
• Ability to work independently and exercise initiative;
• Ability to effectively function as a team player;
• Ability to manage personal and work-related stress effectively; demonstrates effective time management skills, exhibits patience;

Education and Experience:

High School Diploma or GED plus one-year previous customer service experience is required.

Rightfiber is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!