Customer Service Representative

Do you have a knack for helping others? Are you someone who enjoys bringing a positive and optimistic attitude to help others find the best solution? If so, we encourage you to apply for the Customer Service Representative position at FiberFirst. This role is an invaluable part of the success of FiberFirst and will serve as an intermediary for customers, service, billing, technical, sales and other departments. You will be managing specific pre-sale and post-sale activities that will help maximize customer satisfaction and provide a successful onboarding for new clients. Ready to take the next step in your career? Come apply today!

What You’ll Be Doing:

• Provide technical support and customer service to clients who use our VOIP phone service
• Troubleshoot technical issues related to VOIP technology and resolve customer inquiries
• Answer inquiries about our products and services and provide solutions to problems in a timely and effective manner
• Ensure customer satisfaction by providing high-quality support and assistance
• Collaborate with other teams to identify and resolve technical issues that may arise
• Stay up-to-date with the latest technology and trends in the VOIP industry
• Maintain accurate records of customer interactions and transactions
• Inbound/outbound call center support through telephone and chat queue
• Responsible for the submission, ownership, escalation, and status communications of CARE, Billing, MACD, and Credit, ticket submissions
• Serve as first point of escalation for customer call ins
• Coordinate with other departments to resolve service, support, or billing issues
• Negotiate price and terms for customer sign-ups and retention
• Support team with either inbound or outbound calling campaigns
• Maintain detailed, accurate account records in customer database and customer activity
• Ensures all customers are satisfied with full resolutions provided following internal customer activities
• Act as customers primary point of contact regarding day-to-day support, service issues or outages
• Aggressively and proactively provide the highest level of customer support
• Perform any other work duties upon request of management
• Assist with special projects

Who You Are:

• Positive, winning attitude, strong work ethic and teamwork
• You have a track record for having good punctuality
• You have excellent verbal and written communication skills
• You have the ability to multi-task and work on numerous projects at once
• You enjoy going above and beyond to ensure customers are taken care of

Job Requirements:

• Must have two years of experience working in customer service
• Strong working knowledge of VoIP/ Digital Telephone service, features, and number porting
• Bilingual is a plus
• Minimum of two years of experience working in telecommunications
• HS Diploma or GED. If not applicable, must meet required number of years of experience in customer service
• Basic knowledge of Microsoft Office (Outlook, Word, Excel)
• Must have reliable transportation to work

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to sit, talk, and listen
• The employee is occasionally required to walk, use of all upper extremities in the operation of objects, tools, or controls
• The employee must occasionally lift and or move up to 50lbs.
• Specific vision abilities required by the job include close vision and the ability to adjust focus
• The position may require up to 10% meeting participation, 45% computer work in an office cubicle environment and 45% telephone correspondence

What’s in it for you?

We truly value our employees and put their well-being first! Here we provide the following:

• Collegial environment of talented professionals
• Growing and well-funded company
• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match

Openings: 

• Monday-Saturday: Hours may fall between 7:00 AM-9:00 PM (8-hour shift)