Customer Experience Representative I (CX Rep I)

Blue Stream Fiber; Town of Florida (NY); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental and Vision

PTO & Holidays

401K + Match

Life Insurance

FSA & HSA

Short Term/Long Term Disability

Legal Plan Support & EAP

Job summary

Blue Stream Fiber is seeking a Customer Experience Representative I (CX Rep I) to deliver first-level customer support remotely. You will handle routine account/billing inquiries, perform Tier I technical troubleshooting, document interactions, and escalate complex issues as needed.

Ideal candidates have strong communication skills, call center experience, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Bilingual (English/Spanish) a plus.
• Excellent communication and interpersonal skills.
• Basic computer proficiency and CRM familiarity.
• Two years in a call center environment preferred.
• Min 50 Mbps download / 10 Mbps upload speed verification.
• Must participate in mandatory virtual training sessions.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong problem-solving and attention to detail.

Responsibilities

• Handle inbound customer calls focusing on account and billing inquiries.
• Provide Tier I technical troubleshooting for basic connectivity and service issues.
• Navigate systems to document interactions and resolve issues.
• Upsell products or services to existing customers when appropriate.
• Escalate complex issues to senior level support.
• Meet or exceed KPIs set by management.

Skills

Communication skills

Bilingual English/Spanish

Interpersonal skills

CRM systems

Microsoft Office

Call center experience

Fast learner

Multitasking

Problem solving

Attention to detail

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Customer Experience Representative I (CX Rep I)

Department: Customer Experience

Employment Type: Full Time

Location: Remote

Reporting To: Customer Experience Supervisor

Description

The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors.

Key Responsibilities

• Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades).
• Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages.
• Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
• Accurately document all customer interactions and update records within the system and tools to ensure service history is complete.
• Maintain a high level of professionalism and customer service.
• Participate in training sessions to stay updated on company products and services.
• Successfully upsell products or services to existing customers.
• Escalate unresolved or complex issues to next level or appropriate support as necessary.
• Meet or exceed key performance indicators (KPIs) set by manager and department.
• Performs other duties as assigned.

Skills, Knowledge & Expertise

• All candidates must live in Florida.
• Must be available to work a schedule with variable start times and may include overnights, weekends (Saturday, Sunday or both are possible) and holidays.
• High school diploma or equivalent.
• Bilingual (English/Spanish) a plus.
• Excellent communication and interpersonal skills.
• Basic computer proficiency and familiarity with CRM systems and Microsoft Office.
• Two years of related experience in a call center environment preferred.
• We require a minimum internet speed of 50 mbps download and 10 mbps upload. A speed test will be required and results need to be submitted.
• A designated work area free from any distractions or interruptions.
• Availability to participate in mandatory phases of virtual training over the first two months of employment. You must be able to train all mandatory training without interruption.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Strong problem-solving skills and attention to details.

Advancement Criteria (Internal Only)

• Maintain high performance and quality customer interactions.
• Complete a minimum of 6 months in the CX Rep I role.
• Successfully complete all required training programs.
• Maintain a clean disciplinary record.
• Rank among the top 20% of performers in the CX Rep I level for at least 6 months.

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP