FiberFirst ยท 2 days ago
Customer Service
Southlake, Texas
Full-time
Onsite
Entry, Mid Level
2+ years expFiberFirst is a leading fiber internet service provider, driving the digital revolution with hyper-local connectivity solutions. The Customer Service Representative will manage pre-sale and post-sale activities to maximize customer satisfaction and provide successful onboarding for new clients.
InternetResidentialTelecommunicationsWireless
Responsibilities
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
Qualification
Required
HS Diploma or GED. If not applicable, must meet required number of years of experience in customer service
Minimum of two years of experience working in telecommunications
Must have two years of experience working in customer service
Basic knowledge of Microsoft Office (Outlook, Word, Excel)
Strong working knowledge of VoIP/ Digital Telephone service, features, and number porting
Must have reliable transportation to work
Preferred
Bilingual is a plus
Benefits
Medical and Dental Plan
Vision Plan
PTO
401(K) with company match
Company
FiberFirst
FiberFirst is a telecommunications company that provides internet services for business and residential use.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Rachel Sizemore
Community & Partner Relations Manager
Company data provided by crunchbase