Customer Care Specialist: Retention & Billing Support

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

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