Customer Care Representative

Point Broadband / Sunset Digital; Alabama; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading broadband provider is seeking a Customer Care Representative to join their team. This fully remote position requires candidates to reside in operating states, focusing on delivering exceptional customer service. Responsibilities include guiding customers through billing changes, resolving issues, and providing assistance across various platforms. The company values professionalism and offers comprehensive benefits, ensuring a supportive environment for both employees and customers.

Benefits

Medical, Dental, and Vision plans

401(k) with generous company match

Paid Time Off

Career Progression Opportunities

Discounted Broadband Services

Qualifications

• High School diploma or GED required.
• Above average understanding of Internet and/or wireless technology.
• Strong analytical skills with clear communication.

Responsibilities

• Guide customers through billing changes; resolve issues efficiently.
• Process new customer setups and answer inquiries.
• Complete install tickets to aid billing accuracy.

Skills

Analytical skills

Communication

Customer service

Understanding of Internet technology

Education

High School diploma or GED

Tools

Excel

SONAR

Job description

Customer CareRepresentative
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, MI, OH, TN, TX, and VA) #LI-remote

Point Broadband is a leading provider of broadband services to rural communities and small towns, dedicated to delivering reliable, customer-focused solutions. We are seeking aCustomer Care Representativeto join our team and ensure that our customers enjoy exceptional service at every touchpoint. In this role, you will play a vital part in guiding customers through their broadband experience, providing assistance, and resolving issues with a friendly and professional approach.

Summary:

The Customer Care Representative reports to the Manager of Customer Care. You will learn and develop the skills that it takes to serve our customers and community well. It starts by confirming appointments, following up to ensure excellence and professionalism, setting the customer up for success with billing and their customer portal. The position is full-time. Training MAY be in office and MAY be up to 4 weeks.

Duties and Responsibilities:

• Guide customers through their billing changes during acquisitions or transitions. Reviewing account information, service plan including pricing, installation fee, and equipment needed for the installation for accuracy.
• Resolve billing issues quickly and efficiently, through phone calls, email, and chat.
• Walking the customer through our billing cycle, auto pay, paperless billing, customer portal, and taking their first payment.
• Call customers with outstanding debts to collect overdue payments and update account notes for collection efforts.
• Process collections in a courteous and professional manner.
• Complete install tickets in the morning and throughout the day to aid in accuracy for billing and inventory.
• Setting up a new customer, answering questions, or making changes to the customers’ billing or services.
• Consistent work in Excel, SONAR, and project management software/database.
• Review construction drawings in SONAR for new account setup.
• Work alongside peers, leaders, and other departments, learning and sharing ideas, while serving customers and providing resolutions to issues.

Requirements:

• High School diploma or GED.
• Above average understanding of Internet and/or wireless technology.
• Strong analytical skills with the ability to read, follow instructions, communicate, and document clearly.
• Learn new processes and skills, grow knowledgeable of systems, and develop proficiency in our company values, organizational requirements, and competencies, needed to thrive in your role.
• Stationary position for 8-10 hours. Flexibility to work occasional nights, weekends, and holidays.
• Other duties needed to help drive to our vision, fulfill our mission, and abide by our organization’s values.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*