Customer Care Representative
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, MI, OH, TN, TX, and VA) #LI-remote
Point Broadband is a leading provider of broadband services to rural communities and small towns, dedicated to delivering reliable, customer-focused solutions. We are seeking a Customer Care Representative to join our team and ensure that our customers enjoy exceptional service at every touchpoint. In this role, you will play a vital part in guiding customers through their broadband experience, providing assistance, and resolving issues with a friendly and professional approach.
Summary:
The Customer Care Representative reports to the Manager of Customer Care. You will learn and develop the skills that it takes to serve our customers and community well. It starts by confirming appointments, following up to ensure excellence and professionalism, setting the customer up for success with billing and their customer portal. The position is full-time. Training MAY be in office and MAY be up to 4 weeks.
Duties and Responsibilities:
- Guide customers through their billing changes during acquisitions or transitions. Reviewing account information, service plan including pricing, installation fee, and equipment needed for the installation for accuracy.
- Resolve billing issues quickly and efficiently, through phone calls, email, and chat.
- Walking the customer through our billing cycle, auto pay, paperless billing, customer portal, and taking their first payment.
- Call customers with outstanding debts to collect overdue payments and update account notes for collection efforts.
- Process collections in a courteous and professional manner.
- Complete install tickets in the morning and throughout the day to aid in accuracy for billing and inventory.
- Setting up a new customer, answering questions, or making changes to the customers’ billing or services.
- Consistent work in Excel, SONAR, and project management software/database.
- Review construction drawings in SONAR for new account setup.
- Work alongside peers, leaders, and other departments, learning and sharing ideas, while serving customers and providing resolutions to issues.
Requirements:
- High School diploma or GED.
- Above average understanding of Internet and/or wireless technology.
- Strong analytical skills with the ability to read, follow instructions, communicate, and document clearly.
- Learn new processes and skills, grow knowledgeable of systems, and develop proficiency in our company values, organizational requirements, and competencies, needed to thrive in your role.
- Stationary position for 8-10 hours. Flexibility to work occasional nights, weekends, and holidays.
- Other duties needed to help drive to our vision, fulfill our mission, and abide by our organization’s values.
Benefits:
- Medical (3 plans to choose from), Dental and Vision
- Short Term Disability
- Flexible Spending Accounts
- Company Paid Life as well as Voluntary policies
- 401(k) with generous company match
- Paid Time Off
- Share the Care Paid Time Off
- Paid Holidays
- Cell Phone Allowance *Applicable by Position*
- Career Progression Opportunities
- Discounted Broadband Services *Where Applicable*
