Customer Service Pro — Broadband & Tech Support

EMPOWER Broadband Inc.; Virginia, Northern (IL, KY); Hybrid; USD 35,000 - 49,000; Full time

Job summary

EMPOWER Broadband in Bracey, VA is seeking a dependable Customer Service Representative to support broadband operations, billing, and office administration. The role focuses on delivering friendly service, handling payments, and assisting customers with phone, DSL, and fiber services.

You will troubleshoot issues, coordinate with technicians, and maintain accurate records. Strong communication, data-entry accuracy, and teamwork are essential for success in this position.

Qualifications

• High school diploma or GED required.
• At least three years of general office experience.
• Strong verbal and written communication skills.
• Ability to provide courteous and professional customer service, including during stressful situations.
• Ability to handle confidential information.
• Ability to perform accurate data entry and record keeping.
• Ability to work effectively as part of a team.
• Ability to organize work, meet deadlines, and manage varying transaction volumes.
• Ability to operate standard office equipment and computer systems.

Responsibilities

• Welcome, assist, and communicate professionally with customers and the public.
• Answer telephone calls and respond to questions regarding services, billing, payments, installations, disconnections, transfers, address changes, and trouble calls.
• Receive customer payments, operate a cash register, balance daily transactions, and prepare bank deposits.
• Assist customers with applications for phone, DSL, and fiber services.
• Troubleshoot customer issues involving fiber, phone, and DSL services and coordinate with broadband technicians when technical assistance is needed.
• Serve as a liaison between customers and technicians to help resolve service concerns efficiently.
• Assist technicians by assembling and configuring DSL and fiber equipment for installations and replacements.
• Process service orders, disconnect notices, account information, and address changes.
• Maintain accurate customer records and perform data entry and information retrieval.
• Provide clerical and administrative support, including typing, filing, forms, correspondence, and reports.
• Maintain knowledge of EMPOWER rates, service terms, conditions, policies, and procedures.
• Assist with delinquent account collections and keep the supervisor informed of collection activity.
• Maintain familiarity with EMPOWER service boundaries and system maps.
• Promote EMPOWER services and maintain positive relationships with customers and the communities we serve.
• Follow all EMPOWER safety policies and participate in safety meetings and programs.
• Perform other duties as assigned by the supervisor.

Skills

Customer service

Communication skills

Data entry

Teamwork

Cash handling

Office equipment

Education

High school diploma or GED

Associate degree (preferred)

Tools

Computer systems

Office software

Job description

EMPOWER Broadband in Bracey, VA is seeking a dependable Customer Service Representative to support broadband operations, billing, and office administration. The role focuses on delivering friendly service, handling payments, and assisting customers with phone, DSL, and fiber services.

You will troubleshoot issues, coordinate with technicians, and maintain accurate records. Strong communication, data-entry accuracy, and teamwork are essential for success in this position.