What are the responsibilities and job description for the Customer Service Rep position at Wire3?
Wire 3 is dedicated to delivering affordable, fast, high bandwidth data services to households in our local communities at an affordable cost. An important part of this mission is providing our customers with not only the best internet service in Florida, but also providing the attentive customer care our customers deserve. Wire 3’s fiber optic technology ensures that our service provides you the fastest, most reliable connection so you experience fewer disruptions.
Wire 3 is a private equity backed company looking to aggressively grow our team with motivated and talented individuals. Our staff is comprised of passionate, collaborative people working together towards a common goal. And, as a fast-growing organization, we’re always looking for motivated new team members to help us deliver for our customers.
JOB OVERVIEW:
As a Wire 3 Customer Service Representative, you will be the front line in providing the best customer experience to our new and existing customers. Our representatives are responsible for answering all inbound customer requests with an overall goal of effectively diagnosing customer needs and providing industry leading support and solutions. Not just another call center position, you will be the face of Wire 3 and responsible for providing the customer with the experience they want and deserve. You will be given advanced diagnostic tools to help address technical inquiries and walk customers through solutions you can make together. Not just fixing their issues but providing customers with the knowledge they need to help themselves through clear, concise, and thoughtful instructions.
You will also be trained to assist customers in navigating our ordering system and answer any questions they may have regarding service plans, scheduling, location availability, billing, etc., giving customers the tools they need to make informed decisions and feel comfortable in our process.
RESPONSIBILITIES:
- Answering customer phone calls, chats, and texts regarding issues with their service or accounts, or general questions about their service. This includes technical questions about Wi-Fi and internet connected devices, Billing questions, and general questions about internet service.
- Creating and managing tickets to assist customers through our ticketing system.
- Managing and answering requests and questions from other departments regarding customer service.
- Assisting future customers by navigating our order system and providing them with information about our service and our company.
- Answering phone calls, chats, and texts from non-customers regarding complaints, concerns, or issues with Wire 3 construction and installations.
QUALIFICATIONS:
- At least two years of technology focused customer service experience.
- Must understand Wi-Fi RF and signal propagation.
- Must understand IP networking fundamentals like DHCP, NAT, and ARP.
- The ability to multitask and effectively assist multiple customers professionally and in a timely manner.
- Experience in some form of customer service/ help desk software a plus.
- Proficient in using a computer (Mac and PC) to complete tasks and assist customers in doing the same.
- Excellent verbal and written communication skills.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
BENEFITS:
- On the job training
- Work In the Community You Live In, Where You’ll Make a Difference for Your Family and Neighbors.
- Dynamic Company Culture with Diverse Growth Opportunities.
- Learning And Development Fuels Career and Personal Growth.
- Peace Of Mind - Fully Paid Health Insurance Coverage for You and Your Family.
- Time For Yourself - 3 Weeks Paid Time Off (PTO) After 90 Days Probation.
- 5 Days Sick Leave from start date
- 6 Major Holidays Off
- 401k Company Match.
