Customer Service Representative

• Serve as the primary point of contact for customer inquiries regarding billing, payment updates, service modifications (upgrades/downgrades), portal navigation, account setups, and cancellations.
• Resolve past-due accounts and collect payments from individual or commercial clients to maintain account standing.
• Handle incoming calls promptly and address inquiries.
• Create, track, and manage support tickets for all inbound customer communications using internal service platforms and tracking software.
• Partner closely with Technical Support, Service Delivery, and Billing teams to ensure seamless issue resolution.
• Utilize internal tools to pre-qualify prospective customers, follow up on service inquiries, and set up new subscriber accounts.
• Maintain a deep understanding of product offerings, service plans, and system updates to address client inquiries and appropriately escalate advanced technical issues.
• Provide general administrative support and complete ad-hoc operational projects as assigned.
• Basic clerical, office, and administrative support as required.
• Monitoring several spreadsheets and tracking internal Customer Service tickets.
• Basic clerical, office, and administrative support as required.

• High School diploma or GED.
• Strong critical thinking skills with a proven ability to analyze complex situations and execute sound solutions.
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care.
• Ability to organize and prioritize work and adapt to changes quickly.
• Self-guided approach to learning and gaining knowledge in addition to company provided training.
• Self-motivated with the ability to work in a fast paced, team-based environment.
• Ability to effectively solve problems or escalate issues as needed.
• Must be fluent in English and Spanish (written and verbal).
• Must be able to work 10:00 am – 7:00 pm Mountain Time, Monday through Friday with occasional weekend availability.

• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary.

• This has no travel requirements.
• This is a staff position.
• This is a Nonexempt position.
• This is a Full-Time position.
• This is a Remote position.
• Ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
• Ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time.

• The anticipated hourly range for this position is $20.00 – $22.00 per hour. Final compensation will be determined based on factors such as the candidate's experience, skills, and internal equity. For Colorado-based applicants, the pay range and benefits listed above apply in accordance with the Colorado Equal Pay for Equal Work Act.
• 4 Medical plans with employer contributions for employees and dependents
• Dental and Vision insurance
• Life Insurance and AD&D
• Voluntary Life Insurance
• Disability Insurance
• 401(k) retirement plan + employer match
• 15 PTO days, 9 paid holidays + 2 floating holidays

• This position requires the ability to pass a standard background check upon offer of position.
• At least 2 professional references are required.

Vero Fiber