Customer Support Representative

About this position

We are excited to add this position to the #Best
Team
In
Telecom!

Live Oak Fiber is a fast-growing fiber broadband provider delivering high-speed, reliable internet to homes and businesses across the beautiful coasts of Florida and Georgia. Our mission is to improve quality of life in our communities through technology.

Employees enjoy 100% company-paid medical, dental, and vision coverage for themselves and their dependents, bonus potential, career development opportunities, and the chance to make a meaningful impact in the communities we serve.

At Live Oak Fiber, we are proud to be a different kind of service provider that puts people at the center of everything we do. Your work directly contributes to bringing critical infrastructure and opportunity to local communities while helping us connect more people to the services they rely on every day. We invest in employee development, career progression, and leadership programs designed to help you grow and succeed.

You'll work alongside exceptional teammates in a collaborative, values-driven culture that combines experienced industry leaders with passionate local talent and supports growth, recognition, and connection.

We are excited to add this position to our fast-growing Live Oak Fiber Team! We offer a competitive total rewards program that includes employer-paid medical, dental, and vision, paid time off, as well as bonus potential. The Customer Service Representative will play a pivotal role in providing exceptional customer experiences by assisting customers with account management, billing inquiries, scheduling service appointments, and more.

• Respond to customer inquiries via digital channels and in-person in a friendly and professional manner.
• Assist customers with logging into their accounts and provide support for general account management.
• Handle billing inquiries, payments, and payment plans, and resolve billing discrepancies.
• Accept orders from new customers and modify existing customer orders.
• Schedule installations, work orders, and service calls as needed.
• Conduct customer satisfaction surveys and gather feedback for continuous improvement.
• Utilize customer service software and ticketing systems to manage customer inquiries and service requests.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Process customer disconnections and equipment returns.
• Apply payment and process checks for customer bills.

• Strong customer service orientation with excellent communication and interpersonal skills.
• Proficiency in using customer service software and tools.
• Attention to detail and commitment to issue resolution.
• Ability to multitask, manage time effectively, and work in a fast-paced environment.
• Problem-solving and conflict resolution abilities.

• High school diploma or equivalent.
• Minimum of 2 years of experience in customer service, preferably in telecommunications or a related field.
• Strong customer focus with exceptional communication skills.
• Proficiency in using customer service software and CRM systems.
• Must be able to work flexible hours, including evenings and weekends as needed.

• Associate's degree or equivalent education.
• Experience in the telecommunications or ISP industry.
• Certification in customer service.

• Walking- up to 40%
• Standing- up to 40%
• Reaching- up to 10%
• Lifting and/or bending- up to 10%
• Work environment- indoors and outdoors
• Able to lift up 45 pounds.
• Travel: up to 40%

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. Live Oak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties…