Customer Service Representative

Customer Service Representative

Douglas Fast Net is a leading provider of high-speed fiber internet in Douglas, Lane and Coos County. We are looking for a dedicated and professional Customer Service Representative(CSR). As a CSR, you will support DFN's customers in-person, over the phone, and via email and chat. You should apply if you have at least one year of previous customer service experience, especially in an office or sales setting, and enjoy working with people both internal and external to an organization.

Why work at DFN?

At DFN, we strive to take care of our employees on and off the job.

Just to highlight a few of our amazing benefits

• We offer a 200% 401(k) match capping at 9%
• 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options.
• Free 1 Gig high speed fiber internet service if you live within our service territory.
• PTO package and 10 paid holidays including two days off for your birthday.

See what it's like to work at DFN

We expect every employee to embody these values at DFN-

• Commitment: You bring energy, loyalty, and perseverance to every interaction.
• Leadership: You communicate clearly and motivate others by example.
• Pride: You take pride in delivering service that goes above expectations.
• Tenacity: You don't stop until the customer is taken care of, completely

POSITION PURPOSE : As a Customer Service Representative, you play a pivotal role in creating exceptional experiences that reflect our promise to be 100% local, customer-first, and dedicated to enhancing lives. At DFN, we don't just connect people to the internet, we empower people through meaningful connections. You will serve as a friendly and knowledgeable front-line resource for customers, supporting them with new services, billing, troubleshooting, and more, all with a heart for service and a standard of excellence.

ESSENTIAL FUNCTIONS:

• Welcome customers to our office with warmth, professionalism, and a desire to help.
• Answer incoming calls on a multi-line system with courtesy and clarity.
• Assist customers in selecting and ordering services; provide recommendations that best suit their needs.
• Effectively utilize sales and upsell techniques to introduce additional services.
• Process new service requests, trouble tickets, and updates accurately using SIS and other systems.
• Accept and post payments, address billing inquiries, and balance daily cash drawer.
• Monitor and respond to customer service queues, ensuring timely follow-up and resolution.
• Troubleshoot basic technical issues with customers or direct them appropriately.
• Schedule installations and service calls in a way that is both customer-focused and efficient.
• Collaborate on marketing and advertising campaigns as requested.
• Support community initiatives, promotions, and events that align with DFN's local-first approach.
• Participate in special projects and contribute to continuous improvement of processes and customer experiences.
• This job description covers the most crucial key and supplemental duties performed in the position, but does not include other occasional work, which may be similar, related to, or a logical assignment for the position. Other projects will be assigned as needed.

QUALIFICATIONS:

• High School Diploma or equivalent required.
• Must be proficient in a variety of Microsoft Office applications as well as company specific software.
• Must be able to effectively communicate with a variety of customers verbally as well as written forms.
• Must be able to thrive in a busy, multifaceted office environment.
• Must be detail-oriented and able to maintain a high level of accuracy with data entry.
• Must maintain a high level of professionalism when dealing with all customers, internal departments, and vendors.
• Ability to communicate effectively, both orally and in writing employing de-escalation techniques when needed.
• DFN is a drug free workplace, all employees are required to successfully complete a pre-employment drug screening as well as any random or for-cause testing while employed.