Customer Service Representative

POSITION SUMMARY

As a Fiber Internet Customer Service Representative, you will be the primary point of contact for customers who have questions, concerns, or technical issues related to their fiber internet service. You will strive to provide excellent customer service by addressing inquiries promptly and effectively, troubleshooting technical problems, and ensuring customer satisfaction. The role requires strong organizational skills, attention to detail, and knowledge of fiber optic products and equipment. Initial work schedule is Sunday through Thursday, 12 p.m. to 9 p.m.

RESPONSIBILITIES

• Respond to Customer Inquiries: Answer customer inquiries via phone, email, or chat in a professional and courteous manner. Provide accurate information about fiber internet services, pricing, packages, and promotions.
• Troubleshoot Technical Issues: Assist customers in troubleshooting technical problems with their fiber internet connection, modem, router, or other equipment. Guide customers through troubleshooting steps and escalate complex issues to the appropriate technical support team if necessary.
• Resolve Billing Issues: Address billing inquiries, disputes, and payment issues. Ensure that customer billing information is accurate and up-to-date. Process billing adjustments and refunds as needed.
• Process Service Orders: Assist customers with placing new service orders, upgrading or downgrading their existing service plans, and scheduling installation appointments. Coordinate with the installation team to ensure a smooth and timely installation process.
• Provide Technical Support: Educate customers on how to set up and configure their fiber internet equipment, including modems, routers, and Wi-Fi networks. Provide guidance on optimizing internet speed and performance.
• Promote Customer Satisfaction: Proactively follow up with customers to ensure that their issues have been resolved satisfactorily. Address any additional concerns or questions they may have to ensure a positive customer experience.
• Document Customer Interactions: Maintain accurate records of customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system. Document any troubleshooting steps taken and solutions provided for future reference.
• Represent HyperFiber to vendors, contractors, clients, and the community.

JOB EXPERIENCE

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous customer service experience in a telecommunications or internet service provider (ISP) environment preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with fiber optic technology and internet networking concepts preferred.
• Bilingual (English, Spanish) preferred.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to multitask and prioritize in a fast-paced environment.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.
• Demonstrated ability to effectively handle confidential information.
• Record of integrity, ethical, professional, and personal standards supported by references.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• St. Louis, MO 63141 (Required)

Work Location: In person

Salary : $16 - $20