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Customer Service Representative

1 month ago

Overland Park, United States Fastwyre Broadband Full time

Customer Service Representative

Location: Overland Park, Kansas | Hours: Tuesday - Saturday, 11 AM - 8 PM

Position Overview:

We are seeking a motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be dedicated to delivering exceptional service to our customers, while helping them navigate our products and services. You will play a key role in supporting both our local communities and employees by utilizing the latest technology to meet the evolving needs of a global economy.

Key Responsibilities:

  • Drive customer satisfaction by proactively offering product and service recommendations to match customer needs.
  • Achieve sales targets by explaining and promoting our range of services, including local and long-distance telephone, cable television, and internet offerings.
  • Handle customer inquiries related to service applications, installations, policies, and account management.
  • Process service orders, including installation, disconnection, and feature changes, using company systems.
  • Address billing inquiries, provide account information, and assist with payment options for overdue accounts.
  • Log customer details accurately and assist with troubleshooting service issues by collaborating with the appropriate teams.
  • Support technicians by providing necessary information and assisting in clearing service disruptions.
  • Help with bad debt collections and other administrative duties as needed.
  • Contribute to the coordination of special projects and perform other tasks as assigned.

Skills & Qualifications:

  • Excellent communication skills, both verbal and written, with a positive and professional approach to customer interactions.
  • Proficiency in using computer systems and software (including Microsoft Office Suite), with the ability to adapt to new technologies and processes.
  • Strong teamwork skills, with the ability to take initiative and work independently when needed.
  • Ability to embrace change and contribute to continuous improvement efforts.
  • Knowledge of customer service regulations, particularly related to Customer Proprietary Network Information (CPNI).
  • Flexibility to work a schedule that best serves our customers, including occasional adjustments when needed.

Education & Experience:

  • High school diploma or equivalent required.
  • A minimum of 3+ years of customer service or sales experience is preferred.
  • Experience in telephony and cable television services is a plus.