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Universal Customer Support Representative

$20 per hour

JAB Wireless

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:
Vacancy posted 1 day ago
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