Fiber to the Home, Sr. Customer Service Specialist

2 weeks ago

Irvine, United States Hinge Full time

Job DescriptionJob Description

JOB TITLE: Fibre to the Home "FTTH" - Sr. Customer Service Specialist

SUMMARY

We are seeking a highly motivated and experienced, Fiber to the Home, Sr. Customer Service Specialist (“Sr. Concierge Specialist”) to be an important part of our growing team. The Sr. Concierge Specialist will be responsible for providing solutions and escalation assistance to both customers and the customer service team, while supporting training programs and general team oversight. This opportunity sits within Company's Concierge service department, which is responsible for maintaining an exceptional Customer Experience. The objective of this position is to be a knowledgeable, supportive resource to resolve challenging issues and assist the Concierge team in training and skill development in line with Company's customer experience ethos. To be successful in this role you will have an empathetic, problem-solving mentality and a strong desire to work within a team environment to accomplish long-term goals. You will operate in a fast-moving and sometimes ambiguous environment and excel in hitting the Company’s objectives. To be successful you will have superior communication and organizational skills.

JOB DESCRIPTION

  • Provide exceptional customer service via phone, email, and chat channels that leaves the customer with a feeling of being noticed and taken care of personally
  • Resolve advanced customer issues effectively and efficiently, with a sense of empathy
  • Handle call intake in accordance with customer service policies
  • Assist customers with advanced technical or billing issues and troubleshoot any internet-related problems
  • Educate customers on our products and services, and make recommendations to improve their internet experience through inside sales
  • Process customer orders and cancellations for inbound sales, and update customer account information at each interaction
  • Assist the Director of Operations in establishing and updating training programs for systems and processes, as well as soft skills that help advance the company’s focus on customer experience
  • Provide in-person support and oversight to on-call team during normal office hours
  • Collaborate with other departments to resolve complex customer issues and escalate unresolved issues to higher authorities when necessary
  • Meet or exceed customer service goals and targets, including response time, customer satisfaction, and first-call resolution rate
  • Keep up-to-date with product knowledge and technical information
  • Understand companye's core purpose and values and be passionate about what we do
  • Work in and contribute to an atmosphere of trust and integrity
  • Communicate with fellow employees to ensure the overall success of the company.

QUALIFICATIONS

  • ISP/fiber experience is required for this role (Fiber to the Home) FTTH
  • High school diploma or equivalent; Bachelor’s degree - preferred
  • 10+ years of experience in customer service
  • Proven track record of connecting with customers and producing exceptional satisfaction scores
  • Demonstrated intense customer focus
  • Demonstrated highest level of integrity, intellectual honest and strong work ethic
  • Sharp, analytical, and thoughtful. Has sound judgment and ability to be right a lot
  • Strong knowledge of the fiber internet market and technology trends
  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders
  • Excellent organizational skills
  • Advanced service skills in problem-solving, particularly billing issues
  • Ability to multitask and work in a fast-paced environment
  • Excellent problem-solving skills and ability to think critically
  • Ability to learn new technical skills quickly
  • Customer-focused and committed to providing exceptional service
  • Consistent effort, intense commitment and willingness to go above and beyond when needed
  • Ability to work flexible hours, including evenings, weekends, and holidays if necessary
  • Proficiency in Microsoft Office suite and CRM or billing systems

Company DescriptionCompany offers its team members a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life. Comprehensive health benefits include- medical and dental, 401k, flexible spending account, paid sick leave and paid time off, training, and career growthCompany DescriptionCompany offers its team members a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life. Comprehensive health benefits include- medical and dental, 401k, flexible spending account, paid sick leave and paid time off, training, and career growth

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