Customer Advisor

Job description

About MiFiber

MiFiber is an Internet Services Company, originating in the Pacific Northwest and serving both business and residential. Businesses started adopting fiber connectivity before the pandemic. Now, families are learning that with fiber internet, they can build businesses and monetize their creativity and hard work from home. Or they can just comfortably enjoy the most reliable, next generation fast internet. All with the possibility of saving money in the process.

Our vision is to build more fiber internet in underserved communities! We’ve all grown up with different access to the internet, and we know that technology is a necessary component of our families’ futures. So why is it that the small communities must wait for the metropolitan areas first? It is here where the digital divide starts, and our vision begins. Overall, our purpose is to build an internet that everyone trusts.

Now we are investing millions in fiber networks in the Pacific Northwest and partnering with towns and cities to change what communities expect from their Internet service provider. We have already launched Gigabit speed service in Newport WA, Oldtown ID and Priest River ID with many more communities to follow.

Brief Description

Are you ready to be part of an enthusiastic and growing team planning the expansion of fiber Internet service in underserved areas of the Pacific Northwest? Our Customer Advisors serve as the helpful, friendly, humble voice of the company for all present and future customers, for all issues related to technical support, sales, billing, and order logistics, across all supported channels (email, chat, phone, and social media). You'll be taking ownership for customer-reported help requests and sales inquiries, treating every customer interaction with the utmost care, and timeliness.

Job Description

This Customer Advisor role will be heavily involved in marketing as well as typical customer service related tasks. It is considered a hybrid position that will require comfortability working both customer service and marketing job functions.

The role includes:

• Act as first triage support person for walk-in, calls, emails and other engagements with current and future customers, including but not limited to establishing new service, planning and scheduling, billing, credits, general inquiries or changes and discrepancies
• Liaising closely with finance personnel to ensure proper handling of all billing matters
• Work with cross-functional teams to understand and support new offers and promotions and ensure accuracy in billing & support
• Provide customers with information on products and services the company offers
• Ignite your creativity by finding new ways to engage customers
• Be the voice of MiFiber with our customers through various communication channels
• Using a number of software tools that will allow you to work through the life-cycle of an order (Google Calendar, Slack, ZCorum, Quickbooks) and ensure that our customers get the best experience possible
• Finding solutions that leave the customer in a happier place than when they called, emailed, chatted or otherwise
• Alert leader to opportunities for further sales activities with key accounts
• Achieve customer relationship targets and KPI’s as set by senior management
• Develop and deliver customer satisfaction surveys and reviews
• Marketing experience highly preferred
• Comfortable with social media
• Open to attending community events like the Newport Rodeo and Priest River Timber Days (occasionally on the weekends)
• All other duties assigned by manager

Knowledge, Skills & Abilities

• Previous experience in a customer service role is required
• A passion for technology, the internet and providing a phenomenal customer experience
• Outstanding multitasking capabilities, as you’ll be required to chat with customers and type your notes, all while working with multiple tools and resources
• Strong interpersonal, verbal and written communication skills, with the ability to adjust your communications to mirror each situation
• Self-motivated and adaptable in a fast paced and entrepreneurial environment
• Detail-oriented, analytical with a strong emphasis on timely follow-through, consistency and “getting things done”
• Reliable work ethic with an emphasis of being to work on time when scheduled
• Aren't afraid to ask questions when you don't know or don't understand. You have a curiosity about integrating those answers into a growing understanding of awareness of the technical environments your customers work in
• Reports to: Operations Manager (Josh Ludikhuize)

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• Health insurance

Shift:

• 10 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Newport, WA 99156: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $17 - $21