The Customer Support Representative is a customer-focused professional responsible for delivering timely and effective support across a variety of communication channels, including phone, email, chat, and messaging platforms. This role serves as a primary point of contact for customers, assisting with service inquiries, account management, order processing, and billing-related questions.

The Customer Support Representative evaluates customer needs, provides accurate information, and resolves issues with a high level of professionalism and empathy. By clearly explaining products, services, and billing details, this role ensures customers have a strong understanding of their accounts and available solutions.

The position also involves maintaining accurate records, managing service requests, and collaborating with cross-functional teams to ensure efficient issue resolution. Through strong communication, problem-solving, and attention to detail, the Customer Support Representative plays a key role in enhancing the overall customer experience, supporting customer retention, and contributing to operational efficiency.

Requirements

Qualifications and Experience:

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
Minimum of one year of customer support and billing/accounting experience preferred
Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred
Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies
Strong attention to detail and accuracy when handling customer and financial data
Ability to type a minimum of 40 words per minute with accuracy
Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
Bilingual communication skills are considered a plus, particularly when serving diverse communities

Skills:

Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
Functional use of common office equipment, computers, and office software

Duties and Responsibilities:

Customer Interaction and Support:

Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing
Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction
Provide clear explanations of products, services, account activity, and billing details

Communication and Documentation:

Follow established communication procedures, guidelines, and policies to maintain high standards of customer service
Use appropriate tools and systems to provide accurate, valid, and complete information
Accurately document customer interactions, billing activities, and resolutions in CRM and billing system
Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking

Customer Relations and Account Support:

Build and maintain strong customer relationships through professional, empathetic, and effective communication
Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage
Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately
Support customer retention by resolving concerns and reinforcing service value

Billing and Payment Processing:

Process billing transactions accurately and in a timely manner using billing system
Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate
Process customer payments securely and efficiently
Update customer account, contact to maintain accurate records

Billing Review and Dispute Resolution:

Review billing data for accuracy and completeness, identifying and correcting discrepancies
Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally
Verify billing details against contracts, orders, and service records to ensure consistency
Collaborate with internal teams and customers to clarify and resolve billing concerns

Order and Service Management:

Explain order, installation, and construction processes to customer
Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
Generate tickets for service issues, billing adjustments, and customer complaints as needed

Reporting and Record Management:

Maintain accurate billing records, documentation, and supporting files for auditing and reference
Assist in generating reports related to billing activities, account status, and service trend
Help identify patterns or discrepancies and escalate as needed

Collaboration and Coordination:

Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience
Assist with account reconciliation and support billing-related processes as needed
Communicate effectively with internal teams to resolve service and billing issues efficiently

Customer Experience Enhancement:

Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy
Educate customers on billing processes, service features, and self-service tool
Provide guidance to help customers understand charges, avoid issues, and maximize service value
Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction
Any other additional duties as required.

Benefits

Why Join Our Team:

Join a tight-knit crew—no faceless corporation vibes here
Growth potential: promotions and new challenges are part of our DNA
Competitive base salary
Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
Free fiber internet service for all employees living in our service area
A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.

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