Customer Service Representative

Pencor Services, Inc.; United States; Remote; USD 34,000 - 52,000; Full time

Benefits offered by this job

Paid training on site

Hybrid work after probation

Job summary

PenTeleData is hiring a detail-oriented Customer Service Representative in the United States. The role involves handling customer interactions via calls, chats, and emails, troubleshooting service issues, and maintaining accurate account records.

Paid training is conducted on site in Pennsylvania for 6 weeks. After probation, employees may switch to a hybrid work-from-home schedule, subject to performance metrics and company needs.

Qualifications

• HS Diploma or GED is required.
• Residency in Pennsylvania required.
• Experience with customers on a daily basis preferred.
• Proficient in Microsoft Word and Excel.
• Familiarity with Windows operating systems.
• Able to maintain professional demeanor and strong communication.

Responsibilities

• Handle inbound and outbound calls, chats, and emails from customers.
• Troubleshoot a range of support issues for company services.
• Address abuse issues / policy violations with customers.
• Coordinate with other teams to route calls and cases.
• Process changes to existing accounts and answer billing questions.
• Maintain accurate records of customer interactions and follow up as needed.
• Assist with special projects and ad hoc requests from leadership.

Skills

Strong Communication

Typing

Data Entry

Customer Service

Multitasking

Teamwork

Education

HS Diploma or GED

Tools

Microsoft Word

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