Customer Service Representative

This is a fully remote position, open to applicants in Maine.

📋 Description

• Respond to incoming calls from customers utilizing various fiber networks managed by LightCraft.

• Deliver precise, friendly, and efficient support on the first contact.

• Accurately identify the appropriate network and customer account for each interaction.

• Record call interactions in the ticketing system.

• Oversee, manage, and prioritize incoming support tickets.

• Achieve established SLAs for response times and ticket management.

• Classify and prioritize tickets based on type, urgency, and network.

• Resolve straightforward issues and escalate more complex or technical matters.

• Follow up on outstanding tickets, maintaining notes and status updates.

• Assist with connectivity issues, equipment reboots, router configurations, and ONT troubleshooting.

• Guide customers through basic diagnostic procedures.

• Escalate unresolved technical problems to field technicians or network operations personnel.

• Inform customers of service outages and maintenance schedules.

• Address inquiries from potential customers regarding service availability, plans, pricing, and promotions.

• Process new service orders and manage activation coordination.

• Follow up on leads and inquiries while promoting relevant upgrades and add-ons.

• Update customer account details, service addresses, and plans.

• Handle cancellations, transfers, and pauses effectively.

• Maintain customer records within billing and CRM systems.

• Respond to inquiries related to billing, payment issues, and disputes.

• Process payments and assist with setting up autopay options.

• Support past-due accounts and coordinate the resolution of complex billing challenges.

• Clarify charges, pricing structures, and fees.

• Report directly to the Customer Service Manager or designated Operations Leadership while collaborating with network operations, billing, and sales teams.

⛳️ Requirements

• High school diploma or equivalent is required.

• Prior experience in customer service, call center environments, help desk support, telecommunications, internet services, utilities, billing, account management, or basic technical support is preferred.

• Familiarity with ticketing systems like Zendesk or Freshdesk is advantageous.

• Experience handling multiple brands or client accounts concurrently is a plus.

• A combination of relevant education and experience will be taken into consideration.

• Outstanding verbal communication skills with a professional, patient, and customer-oriented approach.

• Ability to convey technical concepts in a clear, non-technical manner.

• Strong active listening capabilities.

• Proficient written communication skills for ticket documentation and customer interactions.

• Ability to handle challenging or frustrated customers with empathy and composure.

• Capacity to adjust communication styles according to different networks, communities, and customer profiles.

• Availability during standard business hours; early morning, evening, or weekend shifts may occasionally be required.

• Authorization to work in the United States is necessary.

🏝️ Benefits

• Health insurance coverage.

• Paid time off for employees.

• Options for retirement plans.