Customer Service Representative

Empire Telephone Corp.; New York (NY); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Growth opportunities

Evening shifts

Job summary

Empire Fiber Internet is seeking a Customer Service Representative in Prattsburgh, NY. The role involves assisting customers by phone, email, and live chat, processing service orders, and resolving issues to ensure a positive experience. The position emphasizes technical troubleshooting and relationship building with customers.

Hours are evenings (3pm–11:30pm) across Wednesday through Sunday. The role offers competitive pay, benefits, and opportunities for growth within a rapidly expanding fiber

Qualifications

• High school diploma or equivalent is required.
• Proven experience in customer service or related field.
• Excellent communication and relationship-building skills.
• Exceptional problem-solving skills and ability to handle challenging situations.
• Technical aptitude and ability to understand and troubleshoot fiber optics-related issues.
• Valid driver’s license and ability to travel if needed.

Responsibilities

• Engage with customers via phone, email, and live chat to address inquiries, provide product information, and assist with problem resolution.
• Provide technical support and collaborate with the technical team to resolve complex technical issues and ensure prompt resolution.
• Process customer orders, upgrades, and service requests accurately and efficiently.
• Investigate and resolve customer complaints, concerns, and billing issues.
• Stay informed and provide accurate and up-to-date information to customers regarding product features, specifications, and benefits.
• Maintain detailed and accurate records of customer interactions, transactions, and case details.

Skills

Customer service

Communication

Problem solving

Technical aptitude

Education

High school diploma or equivalent

Job description

Empire Fiber Internet is seeking a Customer Service Representative in Prattsburgh, NY

Hours: Wednesday, Thursday, Friday, Saturday and Sunday 3pm to 11:30pm

Empire Fiber Internet is expanding rapidly, and we're looking for a motivated Customer Service Representative who is passionate about delivering exceptional customer service and creating a positive experience for every customer.

If you enjoy working with people, building relationships, and getting rewarded for your results, this is an opportunity to join a company that’s transforming connectivity across the communities we serve.

As a Customer Service Representative, you’ll answer customer questions, sell our services, taking trouble tickets, troubleshoot customer issues, complete service orders, and provide a satisfying customer support experience.

Why Customer Service Professionals Choose Empire Fiber Internet

• High-demand product – fiber Internet is the fastest-growing technology in telecom
• Competitive pay rates with opportunity for growth
• Comprehensive benefit packages
• High-demand product supported by a great customer experience
• Join a rapidly expanding company bringing next-generation connectivity to more communities

What You’ll Do

• Engage with customers via phone, email, and live chat to address inquiries, provide product information, and assist with problem resolution
• Provide technical support and Collaborate with the technical team to resolve complex technical issues and ensure prompt resolution
• Process customer orders, upgrades, and service requests accurately and efficiently
• Investigate and resolve customer complaints, concerns, and billing issues
• Stay informed and provide accurate and up-to-date information to customers regarding product features, specifications, and benefits
• Maintain detailed and accurate records of customer interactions, transactions, and case details

Who Thrives In This Role

• Self-motivated individuals driven to succeed in a busy environment
• Customer Service professionals who enjoy helping people and building relationships
• Problem solvers that are driven and maintain professionalism
• Strong communicators who can simplify technology for customers

Basic Qualifications

• High school diploma or equivalent
• Proven experience in customer service or a related field
• Excellent communication and relationship-building skills
• Exceptional problem-solving skills and ability to handle challenging situations
• Technical aptitude and ability to understand and troubleshoot fiber optics-related issues
• Valid driver’s license and ability to travel if needed

Compensation

Annual earning potential: $17-$20 per hour

Work Environment

While most of the work is performed in an office setting, occasional on-site visits or attendance at industry events may be required. The ability to lift and move light equipment may be necessary.

About Empire Fiber Internet

Empire Fiber Internet is one of the fastest-growing fiber optic Internet providers in the United States. Our award-winning network delivers ultra-fast Internet, TV, and phone services to residential and business customers, helping communities stay connected with reliable, future-ready technology.

Equal Employment Opportunity Commitment:

Empire Fiber is an equal opportunity employer.