Customer Support Representative
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Job Description
Customer Support Representative handling customer inquiries for a fiber internet provider in California. Resolving service inquiries, billing-related questions, and maintaining customer satisfaction.
Responsibilities:
- 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
- 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
- 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
- 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
- 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
- Explain order, installation, and construction processes to customer
- Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
- Maintain accurate billing records, documentation, and supporting files for auditing and reference
- Communicate effectively with internal teams to resolve service and billing issues efficiently
Requirements:
- 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
Benefits:
- 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
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