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Customer Support Representative I

2 months ago

Saint Paul, Minnesota, United States Clarity Telecom LLC Full time
Position Overview

"Enhancing Connectivity for Our Communities."

Role Summary: The Customer Experience Specialist I is responsible for delivering outstanding service support to both in-person and virtual clients.

Be part of our mission to innovate and provide high-speed internet solutions directly to households.

Key Responsibilities: The essential duties include, but are not limited to:

  • Responding to incoming service inquiries regarding sales, billing, and service concerns promptly and accurately, while maintaining a professional demeanor.
  • Identifying and escalating priority issues; transferring to the appropriate department when necessary.
  • Utilizing computer systems to investigate and resolve customer inquiries.
  • Completing necessary documentation associated with each task and customer interaction accurately.
  • Collaborating with other departments as needed to ensure customer satisfaction and effective problem resolution.
  • Adhering to departmental cash and payment handling protocols.
  • Performing other related duties as assigned.

Order Processing:

  • Managing new service orders and scheduling installations for services sold by agents.
  • Processing upgrades and modifications requested by service technicians.
  • Providing accurate product and service information to sales and service teams.

Digital Customer Care:

  • Delivering customer care services through various online platforms and social media.

Qualifications:

To succeed in this role, candidates must be able to perform each essential duty satisfactorily. The following requirements are representative of the knowledge, skills, and abilities required:

  • 1-2 years of experience in customer service, preferably in the telecommunications or fiber optic sector.
  • Familiarity with ICOMS billing systems is preferred.
  • Strong customer service and time management abilities.
  • Excellent verbal, written, and presentation skills.
  • Exceptional organizational and interpersonal skills.
  • Ability to maintain professionalism in challenging situations.
  • Capability to work independently in various settings.
  • Must pass a background check and drug screening prior to employment.
  • High school diploma or GED is required.
  • Experience in the telecommunications or fiber optic industry is essential.
  • Proficiency in MS Office Suite: Outlook, PowerPoint, Word, Excel, OneNote.
  • Familiarity with software such as ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.

Physical Requirements:

  • Prolonged periods of sitting and working on a computer.
  • Regularly required to communicate effectively.
  • Frequent need to sit, bend, reach, push, and pull.
  • Required to handle objects and paperwork.
  • Ability to focus on close vision tasks.
  • Must refrain from personal technology use during work hours.
  • Ability to operate office equipment including telephones, headsets, computers, and printers.
  • Must be able to lift up to 5 lbs.
  • Reliable transportation and a valid driver's license are necessary.

Why Choose Clarity Telecom LLC?

  • Competitive salary with eligibility for annual bonuses.
  • Comprehensive benefits package including medical, dental, vision, life insurance, and 401(k).
  • Generous vacation and paid sick leave, along with paid holidays and personal days.
  • Opportunities for professional development with a focus on internal promotions.
  • Employee discounts on Clarity Telecom services.
  • A progressive and inclusive work culture that supports team success.

About Clarity Telecom LLC:

We believe that the quality of technology should not be dictated by the size of the city. Our goal is to provide faster, more reliable service without the obstacles of red tape, hidden fees, and slow response times. With speeds of up to 5 gigabits for residential customers and 10 gigabits for businesses, we are transforming the landscape of internet service. We are committed to delivering the best fiber connections to meet the evolving needs of our customers.

Clarity Telecom LLC is an equal opportunity employer, committed to creating a diverse and inclusive workplace.