Customer Service Representative - NANA Net - Kotzebue, AK

Job Description

As the first point of contact at NANA NET’s local office, the Customer Service Representative I (CSR
1) provides friendly, efficient customer service to our communities. This entry-level role handles front counter duties, answers incoming calls and digital messages, processes payments, and assists with basic service orders, trouble tickets, and account inquiries. The CSR I ensures customers are helped promptly and that routine issues are resolved or escalated appropriately to maintain high customer satisfaction.

• Welcome and assist customers in person, over the phone, and via online chat/email; address basic inquiries professionally and direct complex questions to the appropriate resources.
• Accurately process customer payments (cash, check, credit card, ACH) and issue receipts; balance the cash drawer daily and prepare bank deposits.
• Create, update, and close service orders for new installations, service changes, or disconnects; coordinate standard scheduling with field technicians to ensure on time service completion.
• Create, update and close trouble tickets for customer’s service issues; coordinate standard scheduling with field technicians to ensure timely resolution of issue. Assist customers with routine billing questions or disputes; provide information on account balances, take basic actions such as applying credits or setting up simple payment arrangements in line with company policies.
• Maintain up-to-date customer account information (contact details, service addresses, E911 data) and perform routine account updates or corrections as needed.
• Document all customer interactions and requests in the CRM/billing system; ensure follow-up on any pending issues and elevate technical issues or complex problems to senior staff or technical support as necessary.
• Support general office operations by generating daily payment and service order reports; maintain organized digital and paper records according to retention policies. Assist with local outreach events or annual meetings as a customer service representative of NANA Net when assigned.
• Must be able and willing to work on call during nights, weekends, and holidays.
• Must be able to perform other duties as assigned.

High school diploma or equivalent.

Minimum 1-3 years of experience in customer service (such as retail, front office, or call center roles).

Strong accuracy in cash handling and data entry; proficient with standard office software (e.g., Microsoft Word, Excel, Outlook).

Excellent communication and interpersonal skills, with a friendly and patient demeanor. Ability to de‑escalate minor customer issues and resolve inquiries professionally.

Working Conditions and Physical Requirements

Weather:Indoors - environmentally controlled; requires most or all work to be done inside.

While performing the duties of this job, the employee is occasionally exposed to severe weather conditions.

Noise level: The noise level in the work environment is usually moderate.

Description of environment:Office building with standard office environment.

The employee is occasionally exposed to moving mechanical parts;high, precariousplaces;and risk of electrical shock.

Physical requirements:Employee is required tofrequentlylift and/or move up to50lbsandoccasionally lift and/or move up to100lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.

Travel:Yes. Must be willing and able to travel, as required, to job sites which may include the use of small planes and boats.