Customer Service Representative

About the role

The Customer Support Representative serves as the first point of contact for LiveOak Fiber customers, providing exceptional service and support for our telecommunications products and services. This role ensures customer inquiries are resolved promptly and accurately, contributing directly to customer satisfaction, retention, and the company’s reputation for excellence.

Responsibilities

• Responds to inbound calls, emails, and chats in a professional and timely manner
• Assists customers with account management, billing questions, service changes, and product information
• Troubleshoots and resolves basic technical issues with internet, phone, and/or TV services
• Documents all customer interactions accurately in the CRM system
• Escalates complex issues to appropriate departments while maintaining ownership until resolution
• Follows up with customers to ensure satisfaction and issue resolution
• Maintains up-to-date knowledge of company products, promotions, and policies
• Meets or exceeds individual and team performance metrics, including quality, efficiency, and customer satisfaction goals
• Contributes to a positive team environment by sharing feedback, ideas, and best practices

Requirements

• High school diploma or equivalent
• Minimum of 1 year of customer service experience
• Must be able to provide proof of eligibility to work in the U.S.

Preferred Qualifications

• Previous call center experience, preferably in the telecommunications industry
• Familiarity with CRM software and troubleshooting technical issues
• Bilingual skills (English/Spanish or other languages) are a plus

Skills

• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Basic computer proficiency, including navigating multiple systems simultaneously
• Customer-focused mindset with the ability to build rapport and trust

Benefits

• 100% company-paid medical, dental, and vision benefits
• Bonus potential

Physical Demands & Working Environment

• Walking: up to 40%
• Standing: up to 40%
• Reaching: up to 10%
• Lifting and/or bending: up to 10%
• Able to lift up to 45 pounds
• Work environment: indoors
• Travel: minimal (less than 10%)

LiveOak Fiber offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia.