What are the responsibilities and job description for the Customer Service Representative position at Lakeland Internet?
Like many great ideas, Lakeland Internet began with a desire to meet a need. In this case, a desire to bring fast, reliable internet into rural communities that larger providers often overlook. Lakeland has proudly called Steuben County home for more than a decade, and we’re constantly expanding our network to reach even more counties and neighborhoods.
Lakeland employees share a common vision for success, where each team member follows the Surack Enterprises mentality of “always doing the right thing.” We separate ourselves from our competitors by consistently exceeding customer expectations at every opportunity.
As part of the Surack family, full-time employees can expect competitive pay, bonus potential, a complete benefits package, and a fulfilling professional outlook.
About Us:
At Lakeland Internet, we believe in delivering more than just internet service—we provide exceptional customer experiences. Our team works diligently to connect customers in rural and lake communities with reliable, high-speed internet. We value integrity, problem-solving, and proactive customer engagement in everything we do.
About the Role:
As a Customer Service Representative (CSR), you’ll be at the front line of our Sales, Billing, and General Inquiry call queues, assisting customers with new services, account management, and technical concerns. You’ll also play a key role in identifying sales opportunities, growing customer relationships, and ensuring a seamless customer experience.
What You’ll Do:
Handle incoming customer calls and inquiries, including billing, service activations, and troubleshooting.
Engage in outbound sales efforts, following up with potential and existing customers to offer upgrades or new services.
Build strong customer relationships through active listening and professional communication.
Explain service options clearly, helping customers choose the best internet plan for their needs.
Navigate multiple systems efficiently, including billing, CRM, and troubleshooting platforms.
Collaborate with internal teams, ensuring a smooth process from sales to service activation.
Maintain accurate customer records, updating account details and tracking sales opportunities.
What We’re Looking For:
Customer-focused mindset with strong sales and communication skills.
Ability to work in a fast-paced, call-driven environment while maintaining professionalism.
Previous experience in customer service, sales, or an ISP environment is a plus.
Proficiency in Microsoft Office and CRM software (or ability to learn quickly).
Basic understanding of networking concepts (preferred but not required).
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Shift:
- Day shift
- Morning shift
Work Location: In person