Customer Support Representative

WHY YOU WANT TO WORK FOR DIRECT COMMUNICATIONS:

Join our dynamic team at Direct Communications, where we are dedicated to delivering exceptional internet services to rural communities. We offer amazing benefits, including health, dental, and vision care insurance for just $1/month, telehealth services, preventative wellness programs, up to a 6% 401K match, company‑paid life insurance and short‑term disability, generous paid time off, 10 observed holidays, and a personal and professional tuition reimbursement program, among many others!

At Direct Communications, we are guided by our core values of integrity, growth, respect, sustainability, community, and strategic leadership, ensuring that every team member contributes to a culture of excellence and shared purpose. Come be a part of something great!

We are seeking a dedicated and customer‑focused Broadband Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing assistance through various communication channels, including telephone, email, and text. Your primary responsibilities will include addressing billing issues, updating accounts, resolving routine challenges, answering customer inquiries, and ensuring a high level of customer satisfaction through established policies and procedures.

You may be assigned other tasks and responsibilities by management that will need to be completed in a timely manner.

• Respond promptly to customer inquiries via phone, email, and text, providing accurate information and assistance.
• Assist customers with billing inquiries, including clarifying charges, processing payments, and resolving discrepancies.
• Troubleshoot and resolve general customer issues, ensuring a seamless customer experience.
• Maintain detailed records of customer interactions and transactions in our CRM system.
• Collaborate with other departments as needed to resolve complex issues and improve customer satisfaction.
• Follow up with customers to ensure their issues have been resolved effectively.
• Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
• Contribute to a positive team environment by sharing feedback and insights to improve customer service processes.

• About 25 hours per week with scheduling during regular business hours, Monday – Friday from 11 AM to 4:30 PM.
• Location:
  
  Unity, ME
• High School diploma or equivalent, higher education preferred.
• Competency in Windows‑based environment.
• Internet and technologically savvy.
• Previous experience in customer service, preferably in the telecommunications or broadband industry.
• Excellent verbal and written communication skills.
  
  - Strong problem‑solving abilities and attention to detail.
• Ability to handle multiple tasks and prioritize effectively in a fast‑paced environment.
• Proficiency in using CRM software and other customer support tools.
• A positive attitude and a commitment to providing exceptional customer service.

• Flexibility: is adaptable with ability to balance and manage multiple priorities.
• Time Management / Organized: efficient, can set priorities and focus on what is important, follows through on areas within responsibilities, spends time wisely.
• Professional Communications: enthusiastic, optimistic, courteous, patient, approachable with attentive listening skills, composed in stressful situations, builds rapport and trust quickly with customers and coworkers.
• Results Driven: consistently high‑performance success and attention to detail.
• Customer Focused: dedicated to service excellence for internal and external customers.
• Learning: picks up on things quickly, enthusiastic about learning new skills and knowledge, excited by the challenge of unfamiliar or new tasks, open to change.

• 401(k) with 6% Company matching
• Prorated PTO
• Tuition Reimbursement Program (professional and personal)
• Free internet if you live within our service footprint
• On‑the‑job training

Direct Communications is an Equal Opportunity Employer and provider.