Customer Service Agent

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions for design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge, and enjoy a rewarding career.

About the role

We are seeking a detail-oriented and customer-focused Customer Service Agent to join our Operations team. This role serves as a key point of contact for our customers, delivering high-quality support across wireline products and services. The ideal candidate will be proactive, solutions-driven, and committed to providing an exceptional client experience through both phone and email interactions.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone and email
• Provide support for orders, service requests, and general account inquiries
• Troubleshoot service-related issues and submit repair tickets as needed
• Take ownership of customer concerns, driving resolution and escalating when appropriate
• Deliver accurate product and service information, including features, terms, and capabilities
• Process customer orders, forms, and service requests with accuracy and efficiency
• Route inquiries to appropriate internal teams when necessary
• Document all customer interactions in accordance with standard operating procedures
• Identify trends in customer issues and communicate insights to management
• Conduct follow-ups to ensure timely and satisfactory resolution
• Participate in cross-functional projects aimed at improving processes and service delivery
• Support additional operational tasks and responsibilities as assigned

Requirements

• Full time / In office - Salt Lake City, Utah
• Bachelor’s degree preferred
• Minimum of 3 years of experience in customer service or account management
• Experience within the telecommunications industry is a plus

Skills

• Strong problem-solving and communication skills (written and verbal)
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Project)

Pay

The U.S. pay for this position is up to $20/hour. Pay varies by work location and may also depend on job-related knowledge, skills, experience, and abilities.