Customer Service Representative – Reading, PA

The Customer Service Representative provides technical support to our customers who may be experiencing issues with their internet service, setting up Wi-Fi, wanting to turn on some features, or may simply have a question about their bill. Success in this role requires a well-rounded individual with a genuine enthusiasm for technology and a keen interest in helping customers by resolving their trouble. Customer service experience is a plus.

Duties & Responsibilities

  • Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails)
  • Manage customer communications received via multiple sources – phone, email, text, and social sites – from potential or existing customers and respond to any questions or concerns
  • Process incoming orders for new installation scheduling with customers and complete the billing for services rendered
  • Complete change of service requests and make updates to accounts per customer requests
  • Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.
  • Provide excellent customer service support including technical troubleshooting of service issues to customers calling in or chatting in for help
  • Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity
  • Ensure details of the contact are captured in CRM by opening trouble tickets where applicable, documenting the contact, actions taken, and details of how the issue was resolved
  • Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete
  • Respond to escalated calls from customers and service techs during installation or service calls
  • Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction
  • Ensure that service-impacting events are worked timely to minimize service outages
  • Provide customers with updates on the progress of the work orders and/or trouble tickets
  • Follow-up with potential customers to convert leads to orders or to finalize orders
  • Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
  • Use communication channels to inform the team of important issues and information which will help improve team performance
  • Exceed customer expectations at every opportunity
  • Effectively communicate FastBridge Fiber’s product and service offering
  • Navigate through multiple systems

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications

  • 6+ months of experience troubleshooting basic hardware, software, and/or connectivity issues
  • 2 years of customer service experience with 1 year in a contact center setting
  • Previous telecommunications experience is a plus
  • Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
  • Enjoys working with a team, but has the ability to work independently and multi-task in a fast-paced environment without supervision
  • Ability to work as part of a team to achieve individual and team results
  • Proven capability of delivering on individual and team goals and key metrics
  • Willing to learn, adapt and evolve with the team and company and to develop new skills quickly
  • Ability to learn and grasp new concepts and work through problems in a logical manner
  • A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results
  • Positive attitude with a passion for helping customers and the ability to connect with people
  • Committed to owning customer issues from start to finish
  • Excellent customer service skills, including a positive phone demeanor
  • Strong follow-up skills, accuracy, and attention to detail
  • Strong technical aptitude with excellent end-user interaction skills
  • Capable of answering technical questions from technical and non-technical users
  • Able to listen with solid analytical, problem-solving, and trouble-shooting skills with the capability to solve complex problems
  • Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems
  • Strong computer skills and the ability to navigate through multiple screens
  • Exceptional knowledge of Microsoft Office applications
  • Excellent verbal and written communication skills
  • Must be able to pass a criminal background check and drug test
  • Flexibility to work mandatory overtime to meet business needs
  • High integrity and a strong work ethic are a must
  • Attention to detail and the ability to think creatively and strategically is a must
  • Excellent organization and time management skills
  • Ability to interact and communicate effectively with other team members
  • You have a high school diploma or equivalent (higher education preferred)
  • Bilingual skills (verbal, written, read) in Spanish preferred

 

Please note the required qualifications are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.