Customer Service Associate

2 weeks ago

Bristol, Virginia, United States Point Broadband Full time
Customer Care Representative
Location: Remote

Overview:

The Customer Care Representative is an integral part of our Customer Care team, reporting directly to the Customer Care Manager. This role is designed to equip you with the essential skills to effectively assist our customers and the community. Responsibilities include confirming appointments, ensuring service excellence, and facilitating customer success with billing and access to their customer portal. This is a full-time position.

Key Responsibilities:
  • Assist customers with billing modifications during transitions, ensuring accuracy in account details, service plans, pricing, installation fees, and necessary equipment.
  • Address and resolve billing inquiries promptly through various communication channels including phone, email, and chat.
  • Guide customers through our billing process, including auto-pay options, paperless billing, and the customer portal, while processing initial payments.
  • Contact customers regarding outstanding balances to facilitate timely payment and maintain accurate account records.
  • Handle collections with professionalism and courtesy.
  • Complete installation tickets efficiently to support accurate billing and inventory management.
  • Onboard new customers, addressing inquiries and making necessary adjustments to their billing or services.
  • Utilize Excel, SONAR, and project management tools consistently.
  • Review construction plans in SONAR for new account setups.
  • Collaborate with colleagues, leadership, and other departments to share insights and provide effective customer solutions.
Qualifications:
  • High School diploma or equivalent.
  • Strong understanding of internet and wireless technologies.
  • Excellent analytical abilities with clear communication and documentation skills.
  • Willingness to learn new processes and systems, and to embody our company values and competencies.
  • Ability to remain stationary for extended periods. Flexibility to work evenings, weekends, and holidays as needed.
  • Additional duties as required to support our vision and mission.
Benefits:
  • Comprehensive medical, dental, and vision plans.
  • Short-term disability coverage.
  • Flexible spending accounts.
  • Company-paid life insurance and optional policies.
  • 401(k) plan with a generous company match.
  • Paid time off and holidays.
  • Career advancement opportunities.
  • Discounted broadband services where applicable.
Point Broadband is committed to equal opportunity employment. For more information, please refer to:
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission

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