Customer Care Representative

Surf Internet; La Porte (IN); On-site; USD 21,000 - 23,000; Full time

Job summary

Surf Internet in LaPorte, IN seeks a Customer Care Representative to assist customers by phone, chat and email. You will handle billing questions, perform basic service troubleshooting and manage routine account maintenance.

A high school diploma is required. The position pays $15.00–$17.00 per hour. Work schedule includes weekday shifts with occasional alternates and on-site duties at the LaPorte office.

Qualifications

• High school diploma or equivalent.
• Excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to communicate with account holders in a courteous manner.

Responsibilities

• Answer calls and live chat requests with a strong customer focus.
• Manage incoming ticket queues and follow up promptly.
• Perform basic troubleshooting for service requests via phone or chat; escalate when needed.
• Make account changes including package changes.
• Schedule appointment changes as requested by customers or field staff.
• Follow up with survey respondents (positive and negative).
• Process monthly payments from SBS residential customers.
• Initiate and apply payment arrangements for delinquent accounts.
• Document account details and follow-ups.
• Review and update account status per guidelines.
• Interact calmly, friendly, and professional with customers.
• Perform other related duties as required.

Skills

Customer service

Communication skills

Organization

Education

High School diploma or equivalent

Job description

Job Details

Job Location: LaPorte Office - LaPorte, IN 46350

Education Level: High School

Salary Range: $15.00 - $17.00

Hourly Travel Percentage: None

The Customer Care Representative is responsible for providing excellent customer service and support to all customers via phone, chat and email. This includes, but is not limited to, assisting customers with billing and payments, performing basic troubleshooting for service related issues, and general account maintenance and questions.

Work Schedule

• Monday 7:00–3:30
• Tuesday 9:30–6:00
• Wednesday 7:00–3:30
• Thursday 9:30–6:00
• Friday 7:0-3:30.

Responsibilities

• Answer all incoming calls and live chat requests while providing an excellent customer experience.
• Manage incoming ticket queues and follow up with customers in a timely manner.
• Perform basic troubleshooting for service requests both via phone and chat. Escalate to technical support when needed.
• Make account changes including package changes.
• Facilitate scheduled appointment changes when requested by customers or field staff.
• Follow up with positive and negative survey respondents.
• Accepts and processes monthly payments from SBS residential customers
• Follows established guidelines to initiate and implement payment arrangements on delinquent accounts via communication and coordination with residential customers.
• Documents payment arrangements and other pertinent account details; schedules and performs follow-up communication with account holders.
• Follows established guidelines and policies to review and update account status.
• Interacts with all customers in a calm, friendly and professional manner.
• Performs other related duties, as required.

Qualifications

• High school diploma or equivalent
• Excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to communicate with account holders in a courteous manner.
• Ability to refrain from using harsh, aggressive or demanding language or tones when working with customers.