Customer Service Representative

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Job Duties:

  • Troubleshoot technical problems related to wireless home internet services. This includes working with third-party devices and software.
  • Assist in provisioning CPE (customer premise equipment) and activating or upgrading accounts for home wireless internet service.
  • Answer questions relative to internet service, billing, equipment and coverage area.
  • Maintain appropriate call logs and provide activity reports when requested.
  • Provide consistent and accurate information to customers.
  • Continually learn and enhance knowledge of rate plans, equipment, products, service offerings and features.
  • Document all customer interactions in trouble ticketing system.
  • Use each interaction with customers as a proactive opportunity to gain customer’s long-term loyalty and financial commitment to the Company as well as advising customers of new offerings and opportunities.
  • Make outbound calls to support company objectives and goals.
  • Investigate, troubleshoot and identify reasons for dissatisfaction in customers with the intent of providing custom solutions, empathy and resolving concerns in order to retain service or win-back a customer.
  • Recommend products and services based on the needs and interest of the customer.
  • Timely follow up with internal and external customers and management.
  • Capture and report reasons for service terminations, customer trends, customer feedback, competitive offerings and valuable information that can be learned from customers.
  • Monitor processes. Ensure they are efficient and effective to complete work in a timely manner while being accurate.
  • Perform additional responsibilities as requested and required.

Education, Certification, and/or Training Requirements:

  • High School Diploma or GED equivalent, or further (higher) education
  • 1-2 years related experience; or equivalent combination of education and experience
  • Bi-lingual preferred

Other Required Skills, Abilities and Working Conditions

  • Experience with Microsoft Office and other business software applications
  • Strong communication and organizational skills
  • Ability to be detail orientated and analytical


  • Paid Training
  • 401(K) Savings Plan
  • Paid Holidays
  • Vacation
  • Health Benefits (medical, dental, vision)
  • Life, Accident, Short & Long-Term Disability Insurance
Apply Today!