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Blue Stream Fiber · 8 hours ago

Customer Experience Representative I (CX Rep I)

United States

Full-time

Remote

Entry Level

2+ years exp

Blue Stream Fiber is a company with over 45 years of industry experience, specializing in internet, TV, and phone products in Florida. The Customer Experience Representative I is responsible for delivering first-level customer support, resolving straightforward inquiries, and providing Tier I technical troubleshooting to ensure a positive customer experience.

InternetTelecommunications

Responsibilities

Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades)

Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages

Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues

Accurately document all customer interactions and update records within the system and tools to ensure service history is complete

Maintain a high level of professionalism and customer service

Participate in training sessions to stay updated on company products and services

Successfully upsell products or services to existing customers

Escalate unresolved or complex issues to next level or appropriate support as necessary

Meet or exceed key performance indicators (KPIs) set by manager and department

Performs other duties as assigned

Qualification

CRM systemsBilingual (English/Spanish)Basic computer proficiencyCall center experienceMultitaskCommunication skillsInterpersonal skillsProblem-solving skillsAttention to detail

Required

All candidates must live in Florida

Must be available to work a schedule with variable start times and may include overnights, weekends (Saturday, Sunday or both are possible) and holidays

High school diploma or equivalent

Excellent communication and interpersonal skills

Basic computer proficiency and familiarity with CRM systems and Microsoft Office

We require a minimum internet speed of 50 mbps download and 10 mbps upload. A speed test will be required and results need to be submitted

A designated work area free from any distractions or interruptions

Availability to participate in mandatory phases of virtual training over the first two months of employment. You must be able to train all mandatory training without interruption

Ability to handle multiple tasks and work in a fast-paced environment

Strong problem-solving skills and attention to details