Customer Service Representative

pencor; Palmerton (Carbon County); Hybrid; USD 34,000 - 46,000; Full time

Job summary

PenTeleData is hiring a detail-oriented Customer Service Representative to be the first point of contact for customers. The role involves handling calls, chats, and emails, troubleshooting issues, and coordinating with teams to resolve service problems.

Training is conducted on-site 3PM-11PM for six weeks, with future potential to move to hybrid work as performance metrics are met. Pennsylvania residency is required during WFH eligibility evaluation.

Qualifications

• H.S. Diploma or G.E.D. required.
• Residency in Pennsylvania required.
• Experience with customers on a daily basis preferred.
• Proficient in Word and Excel; basic Windows knowledge.
• Excellent communication and data entry skills.

Responsibilities

• Handle customer interactions via inbound/outbound calls, chats, and emails.
• Troubleshoot a range of product/service issues for PenTeleData and partners.
• Address abuse issues/policy violations with customers.
• Coordinate with other teams to route calls/cases.
• Process changes to existing accounts and answer billing questions.
• Maintain records of customer interactions and perform special projects.

Skills

Customer service

Communication skills

Typing / Data Entry

Multitasking

Teamwork

Problem solving

Negotiation

Organizational skills

Education

H.S. Diploma or G.E.D.

Tools

Microsoft Word

Microsoft Excel

Windows OS

Job description

Company:PenTeleData

Available Shifts: 3PM-11PM (40hrs per week, after training will include weekends and holidays as needed)

Pencor and its subsidiaries are Equal Opportunity Employers

Paid training is conducted on site Monday-Friday from 3PM-11PM for 6-weeks. Next training class will start on January 4, 2027

Employees are required to work "in house" during their probationary period. Once completed, employees may be switched to a hybrid work-from-home schedule, as long as required performance metrics have been met. Work-from-home status is subject to change based on performance.

Work-from-Home Requirements:

• Established residency in Pennsylvania
• A quiet space, free from distraction during work hours
• An Internet connection of at least 100 Mbps, preferably hard-wired (Ethernet) from the modem to your company-provided equipment
• Must maintain minimum performance metrics as defined by leadership
• In the event of inability to work due to disruptions resulting from poor Internet connection or in-home disruption, must be able to report to the office

PenTeleData, a leader in Data Transport technologies, has an exciting career opportunity available for a detail-oriented Customer Service Representative.Customer Service Representatives are the first point of contact for many customers. Providing outstanding service and exceptional support, as well as fostering positive interactions with customers are our top priorities; these values continue to strengthen our relationships with customers and set us apart in this fast-paced, growing industry.

Responsibilities will include:

• Handling customer interactions via inbound and outbound calls, chats, and emails
• Troubleshooting an array of support calls for various products and services offered by PenTeleData and its Partners
• Speaking with customers in reference to abuse issues / policy violations
• Corresponding with customers in reference to service issues
• Working with other teams and departments to route calls and cases
• Processing changes to existing accounts
• Answering billing questions
• Making courtesy calls to customers
• Processing PPV orders
• Maintaining appropriate records of customer interactions
• Performing special project work as assigned by leadership
• Other duties as assigned

Qualifications:

• H.S. Diploma or G.E.D.
• Established Residency in Pennsylvania
• Previous experience working with customers on a daily basis
• Working knowledge of Microsoft Word and Excel programs
• Familiarity with Windows Operating Systems
• Understanding of computer virus and network security
• Positive attitude and professional demeanor
• Strong Communication Skills - Oral and Written
• Strong Typing / Data Entry Skills
• Excellent Customer Service Skills - Soft Skills
• Strong Organizational Skills
• Good Follow-up Skills
• Strong Negotiation and Problem Resolution Skills
• Ability to work effectively and professionally both independently and as part of a team
• Ability to multitask in a face-paced environment
• Ability to adapt to change and the changing needs of the company

INDHP