What are the responsibilities and job description for the Customer Support Representative position at Direct Communications?
WHY YOU WANT TO WORK FOR DIRECT COMMUNICATIONS:
Be part of a great team focused on bringing the best internet to SE Idaho with AMAZING benefits such as an annual growth bonus, health/dental/vision care insurance for $1/month, tele-health services, preventative wellness programs, up to 6% 401K match, company-paid life insurance and short-term disability, generous paid time off, 10 observed holidays, personal and professional tuition reimbursement program and much more! Direct Communications values integrity, growth, respect, sustainability, community and strategic leadership.
POSITION DESCRIPTION:
We are seeking a dedicated and customer-focused Broadband Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing assistance through various communication channels, including telephone, email, and text. Your primary responsibilities will include addressing billing issues, updating accounts, resolving routine challenges, answering customer inquiries, and ensuring a high level of customer satisfaction through established policies and procedures.
KEY RESPONSIBILITIES:
- Respond promptly to customer inquiries via phone, email, and text, providing accurate information and assistance.
- Assist customers with billing inquiries, including clarifying charges, processing payments, and resolving discrepancies.
- Troubleshoot and resolve general customer issues, ensuring a seamless customer experience.
- Maintain detailed records of customer interactions and transactions in our CRM system.
- Collaborate with other departments as needed to resolve complex issues and improve customer satisfaction.
- Follow up with customers to ensure their issues have been resolved effectively.
- Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
- Contribute to a positive team environment by sharing feedback and insights to improve customer service processes.
SALARY: $16 - $18/hour
SCHEDULE & QUALIFICATION EXPECTATIONS
- 35 hours per week with scheduling during regular business hours, Monday – Friday from 8 AM to 5 PM.
- Location: Chubbuck (ID), Rockland (ID), Maringouin (LA) or Unity (ME) depending upon successful candidate.
- High School diploma or equivalent, higher education preferred.
- Competency in Windows-based environment.
- Internet and technologically savvy.
- Previous experience in customer service, preferably in the telecommunications or broadband industry.
- Excellent verbal and written communication skills. - Strong problem-solving abilities and attention to detail.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency in using CRM software and other customer support tools.
- A positive attitude and a commitment to providing exceptional customer service.
REQUIRED SKILLS:
- Flexibility: is adaptable with ability to balance and manage multiple priorities.
- Time Management / Organized: efficient, can set priorities and focus on what is important, follows through on areas within responsibilities, spends time wisely.
- Professional Communications: enthusiastic, optimistic, courteous, patient, approachable with attentive listening skills, composed in stressful situations, builds rapport and trust quickly with customers and coworkers.
- Results Driven: consistently high-performance success and attention to detail.
- Customer Focused: dedicated to service excellence for internal and external customers.
- Learning: picks up on things quickly, enthusiastic about learning new skills and knowledge, excited by the challenge of unfamiliar or new tasks, open to change.
BENEFITS:
- Annual growth bonus
- Health/Dental/Vision Insurance for $1/month
- Tele-Health Services
- Preventative Wellness Programs
- 401(k) with 6% Company matching
- Generous paid time off (prorated 14 days in year 1 and earning more each year)
- 10 observed/paid holidays
- Company-paid life insurance - Basic Life & Accidental Death and Dismemberment
- Company-paid short term disability
- Long term disability
- Tuition Reimbursement Program (professional and personal)
- Voluntary Flex Spending for Medical and/or Daycare
- Voluntary Supplemental Group Term Life Insurance
- Voluntary Accident Insurance
- Voluntary Critical Illness Insurance
- Free internet if you live within our service footprint
- On-the-job training
Direct Communications is an Equal Opportunity Employer and provider.
Salary : $16 - $18
