Customer Support Representative

WHY YOU WANT TO WORK FOR DIRECT COMMUNICATIONS:

Join our dynamic team at Direct Communications, where we are dedicated to delivering exceptional internet services to rural communities. We offer AMAZING part-time benefits, up to a 6% 401K match, company-paid generous paid time off, 10 observed holidays, and a personal and professional tuition reimbursement program, financial wellness support, among many others! At Direct Communications, we are guided by our core values of integrity, growth, respect, sustainability, community, and strategic leadership, ensuring that every team member contributes to a culture of excellence and shared purpose. Come be a part of something great!

POSITION DESCRIPTION:

We are seeking a dedicated and customer-focused Broadband Customer Support Representative to join our team. In this role, your main responsibility will be for posting payments and supporting Customer Support administrative functions.  You will also provide customer assistance through various communication channels via telephone, email, and text. These responsibilities will include addressing billing issues, updating accounts, resolving routine challenges, answering customer inquiries, and ensuring a high level of customer satisfaction through established policies and procedures. 

SALARY: $15 - $17/hour

SCHEDULE & QUALIFICATION EXPECTATIONS

• 27 – 28 hours per week in our Rockland Office with shift choices of:
  • 10 AM – 3:30 Monday – Friday; or
  • 8 AM – 3:30 Monday – Thursday with a 30-minute lunch.
• High School diploma or equivalent, higher education preferred.
• Competency in Windows-based environment and technologically savvy.
• Previous experience in customer service, preferably in the telecommunications or broadband industry.
• Excellent verbal and written communication skills. - Strong problem-solving abilities and attention to detail.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in using CRM software and other customer support tools.
• A positive attitude and a commitment to providing exceptional customer service.

KEY RESPONSIBILITIES:

·       Respond promptly to customer inquiries via phone, email, and text, providing accurate information and assistance.

·       Assist customers with billing inquiries, including clarifying charges, processing payments, and resolving discrepancies.

·       Troubleshoot and resolve general customer issues, ensuring a seamless customer experience.

·       Maintain detailed records of customer interactions and transactions in our CRM system.

·       Collaborate with other departments as needed to resolve complex issues and improve customer satisfaction.

·       Follow up with customers to ensure their issues have been resolved effectively.

·       Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.

·       Contribute to a positive team environment by sharing feedback and insights to improve customer service processes.

BENEFITS:

• 401(k) with 6% Company matching
• Generous paid time off (prorated 14 days in year 1 and earning more each year)
• 10 observed/paid holidays
• Tuition Reimbursement Program (professional and personal)
• Financial Wellness support benefit
• Free internet if you live within our service footprint
• On-the-job training

Direct Communications is an Equal Opportunity Employer and provider.

Salary : $15 - $17