Bulk Property Support Rep

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected.

We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

The Bulk Property Support Representative is responsible for managing and responding to email inquiries from bulk properties and their residents with professionalism, accuracy, and care. This role requires a strong understanding of bulk accounts and the services provided, as well as the ability to resolve a wide range of service and billing issues. Representatives must be dependable, resourceful, and empowered to make decisions that support both the customer experience and the company’s goals.

• Respond to email inquiries from bulk properties in a professional, respectful, and timely manner.
• Manage multiple shared mailboxes simultaneously, ensuring responses are prioritized to avoid delays.
• Research and resolve complex service, equipment, and billing issues.
• Perform account functions including:
• Adding, moving, and provisioning equipment
• Sending signals and performing troubleshooting
• Correcting account codes to avoid billing errors
• Restoring services interrupted due to incorrect charges
• Processing transfers and setting up accounts for installation or upgrades.
• Work effectively in Salesforce, IDA/DDP, Remedy, WHA, Boost and any other company systems and tools needed to resolve issues.
• Provide accurate and detailed written communication when documenting or resolving cases.
• Collaborate with internal teams to address escalated or cross-functional issues.
• Proactively identify solutions that balance customer needs and company objectives.
• Maintain a full understanding of bulk accounts, agreements, and services provided.
• Communicate empathetically and courteously, ensuring customers feel valued.
• Place outbound calls to customers when additional clarification or follow-up is required.
• Bring all issues and concerns to complete resolution, minimizing repeat contacts.
• Contribute to team success by sharing knowledge, assisting peers, and maintaining accountability.

• Strong written and verbal communication skills, with professional email etiquette
• Ability to perform thorough research and apply problem-solving skills to resolve complex issues
• Knowledge of bulk account structures, billing processes, and service provisioning
• High level of dependability, accountability, and integrity. Ability to work effectively both independently and as part of a team
• Empathy, patience, and respect when engaging with customers and property representatives
• Strong organizational skills and attention to detail.
• Resourcefulness and confidence in making sound decisions
• Customer-first mindset with an understanding of the business impact of bulk property relationships

At Optimum, we're fueled by our four core pillars:
Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity.

Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture…