Fiber Internet Tech and Billing Representative

Overview

About ibex:

At IBEX, we focus on providing the environment, selection process, benefits, and paid training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 30,000 employees.

About the job:

As a Customer Service Representative, you will provide customer support to residential and commercial customers. This includes answering non-technical and technical questions related to their service, resolving various issues, completing customer transactions (sign ups, plan changes), escalating issues to the technical support teams/non-technical support teams/ field operations and install teams/sales teams and closing out issues in a timely manner.

Responsibilities

What you will be working on:

• Answer billing and general account questions from customers and potential customers via phone

• Sign up new customers and provide answers to service inquiries

• Execute changes to existing customer accounts, process plan upgrades/downgrades

• Resolve questions and open tickets to escalate issues as needed

• Follow up with internal employees and external customers to resolve issues

Qualifications

What you will bring:

• Results driven, multitasking, able to balance multiple customer issues to completion

• Closing support tickets in a timely manner and with a satisfactory customer resolution

• Able to keep step with a fast-paced environment and maintain a positive attitude

• Excellent written and verbal communication skills

• 1-year experience providing customer service, face to face or over the phone

• 25 WMP Typing speed

• Must be 18 years or older