Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

Department:
Customer Experience

Reports To:

Manager, Customer Service

As a Customer Service Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work as it arises. The Customer Service team handles all incoming tasks such as onboarding new customers, existing customer account inquiries, payment postings, add-on requests, resource coordination and interdepartmental communication.

You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards, and the goals of the company are achieved.

• Serve as the primary point of contact for customer inquiries regarding billing, payment updates, service modifications (upgrades/downgrades), portal navigation, account setups, and cancellations.
• Resolve past-due accounts and collect payments from individual or commercial clients to maintain account standing.
• Handle incoming calls promptly and address inquiries.
• Create, track, and manage support tickets for all inbound customer communications using internal service platforms and tracking software.
• Partner closely with Technical Support, Service Delivery, and Billing teams to ensure seamless issue resolution.
• Utilize internal tools to pre-qualify prospective customers, follow up on service inquiries, and set up new subscriber accounts.
• Maintain a deep understanding of product offerings, service plans, and system updates to address client inquiries and appropriately escalated advanced technical issues.
• Provide general administrative support and complete ad‑hoc operational projects as assigned.
• Basic clerical, office, and administrative support as required.
• Monitoring several spreadsheets and tracking internal Customer Service tickets.
• Basic clerical, office, and administrative support as required.

• High School diploma or GED.
• Strong critical thinking skills with a proven ability to analyze complex situations and execute sound solutions.
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care.
• Ability to organize and prioritize work and adapt to changes quickly.
• Self‑guided approach to learning and gaining knowledge in addition to company provided training.
• Self‑motivated with the ability to work in a fast paced, team‑based environment.
• Ability to effectively solve problems or elevate issues as needed.
• Must be fluent in English and Spanish (written and verbal).
• Must be able to work 10:00 am – 7:00 pm Mountain Time, Monday through Friday with occasional weekend availability.

• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary.

• This has no travel requirements.
• This is a staff position.
• This is a Nonexempt position.
• This is a Full-Time position.
• This is a Remote position.
• Ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
• Ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time.

• The anticipated hourly range for this position is $20.00 – $25.00 per hour. Final compensation will be determined based on factors such as the candidate's experience, skills, and internal equity. For Colorado-based applicants, the pay range and benefits listed above apply in accordance with the Colorado Equal Pay for Equal Work Act.
• 4 Medical plans with employer contributions for employees and dependents
• Dental and Vision insurance
• Li…