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FastBridge Fiber · 16 hours ago

CUSTOMER SERVICE REPRESENTATIVE I

Wyomissing,PA,US

Full-time

Hybrid

Entry Level

2+ years exp

FastBridge Fiber is a modern fiber-optic internet service company dedicated to providing ultra-fast and reliable internet services. The Customer Service Representative will be responsible for delivering technical support to customers, resolving issues related to internet service, and ensuring high levels of customer satisfaction through effective communication and problem-solving skills.

InternetInternet of ThingsTelecommunications

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, & social sites from potential or existing customers and respond to any questions or concerns

Process incoming orders for new installation, scheduling with the customer and completing 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 customer 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 & details of how 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

Exceed customer expectations at every opportunity

Effectively communicate FastBridge Fiber’s product and service offering

Navigate through multiple systems

Qualification

Technical troubleshootingCustomer service experienceTelecommunications experienceCRM experienceBilingual in SpanishProblem-solving skillsTeamworkAttention to detailCommunication skillsTime management

Required

6+ months of experience troubleshooting basic hardware, software, and/or connectivity issues

2 years of customer service experience, 1 year in a contact center setting

Previous telecommunications experience 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 ability to work independently, 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 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 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 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 criminal background check and drug test

Flexibility to work mandatory overtime to meet business needs

High integrity and strong work ethic are a must

Attention to detail and 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)

Preferred

Bilingual skills (verbal, written, read) in Spanish preferred

Company

FastBridge Fiber

FastBridge Fiber is a forward-thinking fiber-optic internet provider, delivering faster, more reliable internet to homes and businesses through a state-of-the-art, all-fiber network.

Founded in 2022

Reading, Pennsylvania, USA

51-200 employees