Customer Support Representative

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where you voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary:

The Customer Support Representative provides technical support to our customers who may be experiencing issues with their internet service, setting up WiFi, wanting to turn on some features or simply have a question about their bill. Success in this role requires a well-rounded individual with a genuine enthusiasm for technology and keen interested in helping customers by resolving their trouble. Customer service experience is definitely a plus.

Essential 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
• Perform other duties as assigned.

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; Microsoft Dynamics a plus.
• 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) 

Other Duties:

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.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Jacksonville, FL 32216: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• Telecommunication: 1 year (Preferred)

Work Location: One location