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Empire Access · 1 day ago

Customer Service Representative (Evenings)

Scranton, PA

Full-time

Onsite

New Grad, Entry Level

$17/hr - $20/hr

Empire Access is a leading provider of telecommunications services, specializing in telephone, internet, and fiber optic solutions. The Customer Service Representative is responsible for providing exceptional customer support by addressing inquiries, troubleshooting issues, and processing orders to ensure customer satisfaction.

Telecommunications

Responsibilities

Engage with customers via phone, email, and live chat to address inquiries, provide product information, and assist with problem resolution

Build and maintain strong customer relationships by delivering outstanding service and ensuring customer satisfaction

Provide technical assistance to customers regarding fiber optics products, installations, troubleshooting, and maintenance

Collaborate with the technical team to resolve complex technical issues and ensure prompt resolution

Process customer orders, upgrades, and service requests accurately and efficiently

Coordinate with relevant departments to ensure timely product delivery and installation

Investigate and resolve customer complaints, concerns, and billing issues promptly and professionally

Escalate unresolved issues to appropriate teams and follow up to ensure resolution

Stay informed about the latest developments in fiber optics technology and our product offerings

Provide accurate and up-to-date information to customers regarding product features, specifications, and benefits

Maintain detailed and accurate records of customer interactions, transactions, and case details

Document common issues and solutions for knowledge sharing within the team

Qualification

Customer service experienceTechnical aptitudeBilingualCommunication skillsProblem-solving skillsComputer skillsTeam collaborationWork in fast-paced environment