Customer Support Representative

Role Overview

• Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing
• Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction
• Provide clear explanations of products, services, account activity, and billing details
• Follow established communication procedures, guidelines, and policies to maintain high standards of customer service
• Use appropriate tools and systems to provide accurate, valid, and complete information
• Accurately document customer interactions, billing activities, and resolutions in CRM and billing system
• Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking
• Build and maintain strong customer relationships through professional, empathetic, and effective communication
• Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage
• Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately
• Support customer retention by resolving concerns and reinforcing service value
• Process billing transactions accurately and in a timely manner using billing system
• Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate
• Process customer payments securely and efficiently
• Update customer account, contact to maintain accurate records
• Review billing data for accuracy and completeness, identifying and correcting discrepancies
• Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally
• Verify billing details against contracts, orders, and service records to ensure consistency
• Explain order, installation, and construction processes to customer
• Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
• Maintain accurate billing records, documentation, and supporting files for auditing and reference
• Communicate effectively with internal teams to resolve service and billing issues efficiently

Requirements

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Minimum of one year of customer support and billing/accounting experience preferred
• Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred
• Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies
• Strong attention to detail and accuracy when handling customer and financial data
• Ability to type a minimum of 40 words per minute with accuracy
• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Benefits

• 100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
• PTO (vacation, sick)
• 11 paid holidays
• paid birthdays
• 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose