Customer Care Specialist (Non Remote)

Mainstream Fiber Networks; Corydon (IN); Remote; USD 25,000 - 28,000; Full time

Job summary

Mainstream Fiber Networks in Corydon, IN is seeking a Customer Care Specialist to manage customer accounts, process changes, and handle billing inquiries in a hands-on, in-office environment. You will address escalations, perform troubleshooting, and collaborate with sales and technical teams to ensure seamless service delivery.

The role emphasizes retention, upsell opportunities, and high-quality customer interactions across multiple channels, with Monday–Friday hours and a strong emphasis on

Qualifications

• High school diploma or equivalent.
• 2+ years of customer support or related experience.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication.
• Proficient in CRM systems, Microsoft Office, and related tools.
• Able to manage multiple priorities in a fast-paced environment.
• Positive, customer-focused attitude with a commitment to delivering exceptional service.

Responsibilities

• Handle inbound calls to assist with account management, billing, service issues, and escalations, ensuring prompt and professional support.
• Conduct outbound calls to drive retention, complete account updates, follow up on service requests, and proactively engage with customers.
• Manage all aspects of customer accounts—including upgrades, downgrades, cancellations, changes, and retention efforts—while ensuring accuracy in MBS Software.
• Monitor and manage customer interactions via website chatbot, providing real-time responses, escalating as needed, and maintaining service quality across all digital channels.
• Perform Tier 1 troubleshooting and elevate to appropriate teams as needed.
• Respond to customer billing inquiries and process billing adjustments in accordance with policy.
• Address and manage customer escalations with empathy and urgency to drive positive resolution.
• Proactively engage with customers to drive satisfaction, retention, and loyalty through relationship management.
• Identify opportunities to upsell or recommend additional products/services that meet customer needs.
• Leverage MBS Software and CRM tools to accurately document customer interactions, transactions, and resolutions.
• Monitor customer accounts to identify at-risk customers and implement proactive retention strategies.
• Collaborate cross-functionally with Sales, Service Delivery, and technical teams to ensure smooth service delivery and issue resolution.
• Support sales operations and contribute to organizational goals through effective teamwork and communication.
• Maintain knowledge of current product offerings, service features, and promotions to provide accurate information to customers.
• Track customer experience trends, elevate issues as needed, and recommend service improvements.
• Ensure compliance with company policies, processes, and service standards.
• Participate in ongoing training and professional development to enhance skills and knowledge.
• Perform additional duties and special projects assigned by leadership.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Specialist (Non Remote)

Full Time Professional Corydon, IN, US

2 days ago Requisition ID: 1875

Salary Range: $18.00 To $20.00 Hourly

Summary (In office, not remote. Monday-Friday 8-5)

The Customer Care Specialist is a key member of the Customer Experience team, responsible for delivering exceptional support across the customer lifecycle. This role manages customer accounts, processes account changes (upgrades, downgrades, changes, cancellations), and actively works to enhance customer retention and satisfaction. The Specialist serves as a primary point of contact for escalations, billing inquiries, and support issues, leveraging MBS Software to ensure accuracy and efficiency in all interactions.

Role and Responsibilities

• Handle inbound calls to assist with account management, billing, service issues, and escalations, ensuring prompt and professional support.
• Conduct outbound calls to drive retention, complete account updates, follow up on service requests, and proactively engage with customers.
• Manage all aspects of customer accounts—including upgrades, downgrades, cancellations, changes, and retention efforts—while ensuring accuracy in MBS Software.
• Monitor and manage customer interactions via website chatbot, providing real-time responses, escalating as needed, and maintaining service quality across all digital channels.
• Perform Tier 1 troubleshooting and elevate to appropriate teams as needed.
• Respond to customer billing inquiries and process billing adjustments in accordance with policy.
• Address and manage customer escalations with empathy and urgency to drive positiveresolution.
• Proactively engage with customers to drive satisfaction, retention, and loyalty through relationship management.
• Identify opportunities to upsell or recommend additional products/services that meet customer needs.
• Leverage MBS Software and CRM tools to accurately document customer interactions, transactions, and resolutions.
• Monitor customer accounts to identify at-risk customers and implement proactive retention strategies.
• Collaborate cross-functionally with Sales, Service Delivery, and technical teams to ensure smooth service delivery and issue resolution.
• Support sales operations and contribute to organizational goals through effective teamwork and communication.
• Maintain knowledge of current product offerings, service features, and promotions to provide accurate information to customers.
• Track customer experience trends, elevate issues as needed, and recommend service improvements.
• Ensure compliance with company policies, processes, and servicestandards.
• Participate in ongoing training and professional development to enhance skills and knowledge.
• Perform additional duties and special projects assigned by leadership.

Qualifications and Education Requirements

• High school diploma or equivalent.
• 2+ years of customer support or relatedexperience.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication.
• Proficient in CRM systems, Microsoft Office, and related tools.
• Able to manage multiple priorities in a fast-pacedenvironment.
• Positive, customer-focused attitude with a commitment to delivering exceptional service.

Preferred Skills

• Experience in CustomerSupport
• Basic understanding of billingprocesses.
• Familiarity with sales operations processes.
• Basic technical proficiency and comfort with using computer software andsystems.

Additional Notes

• Travel may be required.

Mainstream Fiber Networks reserves the right to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise.