Duties and Responsibilities

Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails).

Manage customer communications received via multiple sources -- phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns.

Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered.

Complete change of service requests and make updates to accounts per customer requests.

Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.

Provide excellent customer service support including technical troubleshooting of service issues to customer calling in or chatting in for help.

Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.

Ensure details of the contact are captured in CRM by opening trouble tickets where applicable, documenting the contact, actions taken & details of how issue was resolved.

Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete.

Respond to escalated calls from customers and service techs during installation or service calls.

Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction.

Ensure that service-impacting events are worked timely to minimize service outages.

Provide customers with updates on the progress of the work orders and/or trouble tickets.

Follow-up with potential customers to convert leads to orders or to finalize orders.

Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.

Use communication channels to inform team of important issues and information which will help improve team performance

Exceed customer expectations at every opportunity.

Effectively communicate IQ Fiber's product and service offering.

Navigate through multiple systems

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications:

6+ months of experience troubleshooting basic hardware, software, and/or connectivity issues.

2 years of customer service experience, 1 year in a contact center setting.

Previous telecommunications experience a plus.

Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving

Enjoys working with a team, but has ability to work independently, multi-task in a fast-paced environment without supervision.

Ability to work as part of a team to achieve individual and team results

Proven capability of delivering on individual and team goals and key metrics

Willing to learn, adapt and evolve with the team and company and develop new skills quickly.

Ability to learn and grasp new concepts and work through problems in a logical manner.

A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results.

Positive attitude with a passion for helping customers and the ability to connect with people.

Committed to owning customer issues from start to finish

Excellent customer service skills, including positive phone demeanor.

Strong follow-up skills, accuracy, and attention to detail.

Strong technical aptitude with excellent end-user interaction skills

Capable of answering technical questions from technical and non-technical users.

Able to listen with solid analytical, problem-solving and trouble-shooting skills with capability to solve complex problems

Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems

Strong computer skills and the ability to navigate through multiple screens.

Exceptional knowledge of Microsoft Office applications

Excellent verbal and written communication skills

Must be able to pass criminal background check and drug test

Flexibility to work mandatory overtime to meet business needs

High integrity and strong work ethic are a must

Attention to detail and ability to think creatively and strategically is a must

Excellent organization and time management skills

Ability to interact and communicate effectively with other team members

You have a high school diploma or equivalent (higher education preferred)

Bilingual skills (verbal, written, read) in Spanish preferred

Please note, the duties and responsibilities are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the

FastBridge Fiber

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