Customer Experience Specialist: Frontline Troubleshooter

Valid8 Financial, Inc.; Brewton (AL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

401K savings plan

Career advancement opportunities

Friendly and supportive work culture

Job summary

Dragonfly Internet is seeking a dedicated Customer Experience Specialist to be the first point of contact for customers seeking support with internet services. You will respond to inquiries, troubleshoot issues, and provide information about pricing and features to ensure customer satisfaction.

Responsibilities include handling billing questions, updating CRM with interactions, coordinating installations, and collaborating with technical teams to resolve complex problems.

Qualifications

• High school diploma or equivalent; additional education or certifications in customer service or IT is a plus.
• Previous experience in a customer service role, preferably in the telecommunications or internet service industry retail experience a PLUS.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency with computers and familiarity with CRM software.
• Patience and empathy when dealing with customers.
• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• 401K savings plan
• Opportunities for career advancement and professional development.
• Friendly and supportive work environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to internet connectivity and service performance.
• Provide information about our products and services, including pricing, features, and promotions.
• Assist customers with account management, including billing inquiries and service changes.
• Document customer interactions and maintain accurate records in our CRM system.
• Collaborate with technical support and field service teams to resolve complex issues.
• Follow up with customers to ensure their issues are resolved and they are satisfied with our service.
• Stay up to date with product knowledge and industry trends to provide accurate information to customers.
• Schedule new customer installations and service requests as needed.

Skills

Customer service

Communication

Problem solving

CRM familiarity

Teamwork

Time management

Education

High school diploma or equivalent

Job description

Dragonfly Internet is seeking a dedicated Customer Experience Specialist to be the first point of contact for customers seeking support with internet services. You will respond to inquiries, troubleshoot issues, and provide information about pricing and features to ensure customer satisfaction.

Responsibilities include handling billing questions, updating CRM with interactions, coordinating installations, and collaborating with technical teams to resolve complex problems.