Customer Support Representative
We’re currently hiring for sales positions!
JAB Broadband/Skybeam/Digis is a fast growing Company, comprised of one of the nation’s largest fixed wireless broadband service providers. We provide wireless broadband internet and digital voice telephone service to residential and business customers in Colorado, Wyoming, Utah, Idaho, Illinois, Oklahoma, and Texas. Utilizing the latest wireless technology, JAB’s network provides exceptional performance, security, and reliability – all at low everyday prices.
Listed below is our job description for the Customer Support Representative – Level I position. This position offers an hourly rate of $10.00 per hour, plus commissions, as well as a competitive benefits package, which includes Paid Time Off and healthcare coverage.
Shifts may be scheduled between M-F 7:30 am to 7:00 pm and Sat 9:30 am to 6:00 pm. Preferences are considered but schedules are subject to change based on business needs.
General Summary
The Customer Support Representative performs a variety of Call Center tasks including diagnosing and troubleshooting internet connections, Email, Voice over Internet Protocol (VoIP) and services for residential customers. This position provides multiple services to the organization, including Accounts Receivable, account establishment and maintenance, account retention, customer support and technical support. The Customer Support Representative performs a variety of project tasks and requires excellent communication skills, with the ability to work with users diplomatically and skillfully. This position is responsible for answering inbound sales inquiries from potential customers. The Customer Support Representative is a subject matter expert regarding the Company’s offerings and is able to persuade prospects to schedule an installation appointment and establish service. The Customer Support Representative may interface directly or indirectly with customers and the majority of communication will be over the phone or via Email.
Essential Duties and Responsibilities
- Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy and Call Center Agent Targets Policy; understand that punctuality and consistent attendance is required in order to address customer needs
- Understand and explain Internet technology, speeds, equipment and promotions
- Reschedule installation appointments as required
- Build and maintain customer relationships
- Use proper judgment to set up onsite service calls as needed
- Collaborate with Supervisors to fulfill Call Center functions as needed, including but not limited to billing and sales
- Log and track calls using a problem management database; create service call requests via ticketing system
- Achieve and maintain satisfactory relationships with customers, co-workers and supervisors
- Respond and process customer billing inquiries received via telephone, voicemail, Email and in person
- Accurately process Automated Clearing House (ACH) and credit card payments to customer accounts
- Collaborate and assist with various Call Center responsibilities
- Utilize the Company’s per qualification services to check service availability; improve the rate of successful installation
- Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations, including but not limited to, outages, service disruptions, tower volume and repeated customer complaints.
- Update and maintain customer files with accurate Email addresses, credit card information, physical addresses and contact names
- Understand and follow Company guidelines regarding private customer information
- Process VoIP additions
- Work requires weekend and/or evening work and some travel may be required
- Perform customer needs assessment
- Ability to effectively communicate products and pricing
Other Duties and Responsibilities
- Additional responsibilities and duties as assigned
Supervisory Responsibilities
Physical Demands and Working Environment
- Physical demands: The position requires the incumbent to remain in the sitting position for prolonged hours. While performing duties of job, employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to fifteen (15) pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
- Work environment: Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position. However, the employee will be held responsible for all duties assigned.
It is the policy of the Company to provide equal opportunity for employment to any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, genetic information, national origin, or any other legally protected characteristic.
All employees must be authorized to work in the United States. Equal opportunity for employment shall also be extended to those qualified individuals with handicaps who apply for or are employed by JAB/Skybeam/Digis.
JAB/Skybeam/Digis is a drug-free work environment.
Employment with the Company is contingent on successful completion of a background investigation.
JAB Broadband is an at-will Company. Employees have the right to end their work relationship with the Company for any reason, with or without advance notice, and the Company has the same right.
Requirements:
Knowledge, Skills and Abilities Required
- Strong computer skills; two (2) years personal computer (PC) experience required
- Six (6) months experience in a customer service and sales related role
- Excellent oral, written and interpersonal communication skills
- Proficient with Microsoft Office Suite; Google Earth and Web browser software
- Background should include previous work experience in customer service
- Ability to define problems, collect data, establish facts and draw valid conclusions; calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
- Basic understanding of debits and credits, and billing ledgers
- Customer service oriented with passion for high customer satisfaction and achieving operational excellence; ability to interact with all levels of staff including senior management
- Ability to analyze and prioritize work problems, multi task, meet deadlines and remain flexible
- Must be able to demonstrate attention to accuracy on all duties and responsibilities
- Keyboard and/or typing skills (thirty (30) wpm minimum)
- Ability to maintain confidentiality
- Must comply with Company and Occupational Safety and Health Administration (OSHA) established safety policies and requirements
- Bilingual preferred
- Experience with CSG preferred
