Customer Service Universal Agent

An Armstrong Universal Agent supports our digital and next-generation television and streaming products, Internet and Telephone services. Communicating effectively with customers is of paramount importance in resolving inquiries in an effective, professional manner. Strong computer skills and experience with current technological trends are necessary for success in supporting a wide variety of services and consumer devices.

What’s In It For You

• Competitive hourly wage with free/discounted services
• Award-winning, positive work environment
• Benefit eligibility on your first day with low employee premiums that are far better than the industry average
• Free Company services such as Internet, video, and telephone through Armstrong Cable; discounted services from affiliate companies
• Opportunity for advancement
• Employee recognition programs
• 401(k) plan participation

Responsibilities

• Proficient handling of billing inquiries, video product troubleshooting, and product attributes
• Resolve internet troubleshooting calls including support of ethernet and wireless networks
• Provide continuing support for email customers, troubleshooting webmail and various software clients
• Isolate customer issues and direct inquiries appropriately regarding our telephone product
• Utilize various training materials and internal tools to quickly and accurately diagnose and resolve customer issues
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Adhere to and support customer/company account security and privacy protocols
• Efficient scheduling of Fiber conversions for eligible customers

This list is not exhaustive and may be supplemented.

Requirements

• At least 6 months of experience in a Tech Support or Customer Service role
• Technology-related certifications or accredited degrees preferred
• Understanding of traditional Ethernet and wireless networks, as well as MoCA networks
• Strong typing, verbal, and written skills
• Familiarity with desktop and mobile operating systems as well as security software packages
• Experience with troubleshooting third-party streaming services and apps
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Ability to work flexible afternoon/evening weekday and/or weekend shifts

About the Company

The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.