Customer Experience Operations I

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building faster, more reliable fiber internet without red tape, hidden fees, or slow response times. With up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we provide the best fiber connections in your community—from internet to TV, to connecting every device in your home, to powering your business.

Responsibilities

• Answer incoming service requests and respond regarding sales, billing, and service issues in a timely and accurate manner, while maintaining an efficient and professional demeanor.
• Identify and escalate priority issues; when necessary, transfer to the appropriate department.
• Use computer systems to identify, research, and resolve customer issues.
• Accurately complete required paperwork and/or documentation associated with each job assignment and/or customer interaction.
• Coordinate with other departments as necessary to ensure customer satisfaction and problem resolution.
• Abide by department cash/payment handling procedures.
• Process new service orders and schedule installation of new services sold by DTD agents received in real-time results system.
• Process upgrades and changes requested by Service Technicians.
• Provide accurate product and service information to DTD Sales and Service Technicians.
• Provide digital customer care services through social media and online applications/platforms.
• All other related duties as assigned.

Requirements

• High school diploma or GED required.
• Experience in the telecommunications/fiber optic industry required.
• 1-2 years of customer service experience in the telecommunications/fiber optic industry preferred.
• ICOMs biller knowledge or experience preferred.
• Advanced customer service and time management skills.
• Excellent verbal, written, and presentation skills.
• Great organizational and interpersonal skills.
• Ability to maintain professionalism in challenging and/or changing situations.
• Ability to work independently within store settings as well as remote.
• Proficiency in MS Office Suite: Outlook, PowerPoint, Word, Excel, OneNote.
• Experience with software: ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear; frequently required to sit, bend, reach, push, and pull.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Must be able to operate office equipment including but not limited to telephone, headset, computer, and printer.
• Required to lift up to 5 lbs at a given time.
• Must have reliable transportation and a valid driver’s license.
• Must be able to pass a background and drug test prior to employment.

Benefits

• Competitive compensation + annual bonus eligibility.
• Comprehensive benefits package, including medical, dental, vision, life, and 401(k).
• Generous vacation and paid sick time + paid holidays and personal days.
• Professional development with an emphasis on internal promotion.
• Employee discounts on Bluepeak services, including internet.
• Progressive and inclusive work culture with flexibility, support, and resources to succeed in your career.