Customer Service Representative (Part time)

Gateway Fiber is a locally owned and operated internet service provider seeking an outstanding individual to fill the role of Customer Service Representative (part-time). The CSR will be the frontline in representing Gateway to customers, responding to inquiries, resolving issues, and contributing to customer satisfaction metrics.

Responsibilities:

• Showcase Gateway’s core values interacting with customers in a professional and friendly manner and exceeding their expectations at every opportunity
• Respond to customer inquiries received by phone, email, chat, and text
• Resolve customer questions and issues related to order status, billing, and technical troubleshooting
• Contribute to key company metrics including customer net promotor score, ticket resolution rate and time, and results of call feedback surveys
• Effectively communicate Gateway’s product and service offering
• Inform and follow standard processes and procedures including documenting customer tickets and calls notes

Requirements:

• Excellent verbal and written communication skills
• Capability to solve complex interpersonal problems
• Demonstrated calm and collected demeanor under pressure and stress
• Strong follow-up skills, accuracy, and attention to detail
• Excellent customer service skills, including positive phone demeanor
• Exceptional attendance and punctuality
• Familiarity with Microsoft Office Suite (MS Office-Word, Excel, Outlook)
• High school diploma or equivalent
• Ability to work independently and make sound decisions
• Must have physical strength, balance, hand-eye coordination, and stamina necessary to complete jobs in various areas
• Must have flexibility in scheduling to meet the needs of the business