Customer Service Representative

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. Our mission is to not only deliver the best internet experience in Florida but also provide the exceptional customer care our customers deserve. With cutting-edge fiber optic technology at its core, Wire 3 ensures ultra-fast, reliable connections, minimizing disruptions and maximizing your online experience. 

Backed by private equity, Wire 3 is on an exciting trajectory of rapid growth. We’re actively seeking driven, talented individuals to join our team of passionate and collaborative professionals who share a common vision of excellence. If you’re looking to be part of a dynamic and fast-growing organization, we’d love for you to help us continue delivering industry-leading service to 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: 

• Answer customer phone calls, chats, and texts regarding service issues, account concerns, and general inquiries, including:
  • Technical questions about Wi-Fi and internet-connected devices.
  • Billing inquiries.
  • General questions about internet service.
• Create and manage support tickets to assist customers through the ticketing system.
• Respond to and resolve requests from other departments regarding customer service matters.
• Assist prospective customers by navigating the order system and providing information about Wire 3’s services and company.
• Handle phone calls, chats, and texts from non-customers regarding complaints, concerns, or issues related to Wire 3’s construction and installations.
• Work within assigned shifts:
  • Hours of operation: 7:00 AM – 11:00 PM
  • Shifts available: 7:00 AM – 3:00 PM and 2:00 PM – 11:00 PM (7 days a week).
• Other duties as assigned.

REQUIRED SKILLS / ABILITIES: 

• Minimum of two years of technology-focused customer service experience.
• Strong understanding of Wi-Fi RF and signal propagation.
• Knowledge of IP networking fundamentals, including DHCP, NAT, and ARP.
• Ability to multitask and assist multiple customers professionally and efficiently.
• Experience with customer service/help desk software (preferred).
• Proficiency in using both PC and Mac computers for troubleshooting and assisting customers.
• Excellent verbal and written communication skills.
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.

EDUCATION / EXPERIENCE:  

• High school diploma or equivalent required.
• Two or more years of experience in a technology-driven customer service role.
• Additional certifications or coursework in networking, IT support, or customer service is a plus.

PHYSICAL REQUIREMENTS:  

• Ability to sit for extended periods while using a computer and headset.
• Ability to type and navigate multiple computer programs efficiently.
• May require occasional lifting of up to 10 lbs. (e.g., handling computer equipment or office supplies).

BENEFITS:  

• $ 21 an hour
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance - 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match.

EOE STATEMENT:  

Wire 3 is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wire 3 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wire 3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Wire 3 will not tolerate discrimination or harassment based on any of these characteristics. Wire 3 encourages applicants of all ages.