Customer Service Representative

JOB DESCRIPTION

Including Pay Scale | Revised on January 29, 2025

JOB TITLE: Customer Service Representative

REPORTS TO: General Manager -> President

WORK SCHEDULE: Monday – Friday, 9:00 AM – 5:00 PM

STARTING PAY: $18.00/hour

BENEFITS: Health Insurance, 3 Weeks of Paid Time Off, SIMPLE IRA Retirement, Paid Holidays, HSA, & More

STATUS: (Full Time) Hourly – Weekly Pay

SUMMARY OF POSITION

We are seeking a friendly and energetic Customer Service Representative to be the front-line in assisting our customers. In this entry-level, full-time, office-based position, you will be responsible for greeting customers, handling phone calls, responding to tickets, scheduling jobs, taking payments, and performing Tier 1-level troubleshooting, which includes checking network connectivity and following diagnostic flow-charts. You will also handle a variety of office tasks such as data entry, inventory management, and assisting with fleet records management. Excellent communication, attention to detail, and problem-solving skills are crucial in this role. We provide comprehensive training during a 90-day probationary period which will include a ride-along with the field crew. At SyncWave, our culture is about having fun but also taking our work seriously. There are opportunities to grow with the company based on performance and company needs.

INTRODUCTION TO SYNCWAVE

We are a forward-thinking company that provides wireless Internet service to the Mason, Oceana, and Manistee County region. We also provide VoIP phone services and IT consulting. SyncWave is locally owned and based out of Scottville, MI. We have a great work culture that values achieving results, growing as a person, growing as a company, and having fun while doing it. We value the individual contributions that each employee brings to our team, and we aim to empower our staff to bring forward innovative ideas and develop new ways to solve problems.

JOB DUTIES

A Customer Service Representative’s daily workday will consist of:

• Interacting with customers in person, over the phone, via tickets, and over online chat
• Assisting customers with service, billing, and technical issues
• Troubleshooting basic technical issues
• Scheduling jobs
• Entering, analyzing, and updating records in an enterprise resource planning system
• Assisting with inventory management
• Assisting with fleet records management
• Receiving payments, as needed
• Other office-based tasks as assigned

BASIC QUALIFICATIONS

A qualified candidate offers:

• Valid Driver License, insurable under company’s auto insurance policy
• Friendly, approachable personality
• Comfortable talking on the phone
• Basic understanding of computers, technology, and office tasks

PREFERRED QUALIFICATIONS

A preferred candidate offers (in addition to basic qualifications):

• Basic understanding of computer networking
• Prior experience in any one of these fields: customer service, telecommunications, social media management, graphic design, or data analysis
• Proficient understanding of Microsoft Excel (or similar software)

EXPECTED BEHAVIORS

The employee is expected to:

• Work well with other people and take directions
• Present themselves as friendly and approachable
• Follow standard procedures to diagnose basic technical issues with a problem-solving mindset
• Possess strong organizational skills with careful attention to detail
• Be self-motivated and efficient
• Be prompt and meet deadlines
• Write detailed reports and notes with proficient English writing ability
• Perform well under stress and be able to multitask
• Follow all company policies and procedures
• Protect confidential information

PHYSICAL DEMANDS

The employee must be able to sit at a desk for up to eight hours per shift. The employee will also need to lift and move boxes weighing 50 lbs.

WORKING ENVIRONMENT

This is an in-person, office-based job. The employee will generally work inside but also need to occasionally run errands or visit the company’s warehouse (on the same property.) The employee must be able to effectively handle stressful and compromising situations while remaining focused and professional, as well as be able to deal with difficult people without losing perspective.

DISCLAIMER AND CONDITIONS OF EMPLOYMENT

The above statements are intended to describe the nature and level of work being performed by people assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills. Conditions of employment with SyncWave, LLC includes: passing background investigation, successfully completing a 90-day introductory period, possessing a valid Driver License throughout employment, and being insurable under the company’s auto policy.

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CSR PAY SCALE

This is the pay scale for this position. All amounts are given in US dollars per hour and are subject to change. This pay scale is to be re-evaluated annually.

EFFECTIVE: January 29, 2025

BASE PAY | $18.00/hr

This is the starting pay for this Customer Service Representative position. All other pay raises are applied on top of Base Pay. Base pay will be re-evaluated by SyncWave annually. Any increases in the published cost of living will be considered by SyncWave, and adjustments upwards may be made to Base Pay to account for increases in the cost of living.

Added Initiative Variable | evaluated each year

A Customer Service Representative who demonstrates exemplary initiative beyond their normal job duties may be rewarded with an increase in pay. This possible raise will be considered on a yearly basis and will be based on the employees’ performance for the entire year. Added job initiative is something significant that benefits SyncWave as a company. Examples include launching a marketing campaign, implementing more efficient software, or developing a new practice to cut operational costs. These are only a few examples of significant things that could be considered the Added Initiative. Employees who want to work towards earning this raise should speak with their supervisor. This raise is evaluated on a sliding scale each year and an amount may be selected by SyncWave based on the year’s performance.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• On-the-job training
• Paid time off

Shift:

• Day shift

Ability to Relocate:

• Scottville, MI 49454: Relocate before starting work (Required)

Work Location: In person

Salary : $18