Customer Service Representative

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

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Salary Range-- $25.08 Minimum-$35.84 Maximum per hour

EMPOWER Broadband is seeking a dependable, customer-focused Customer Service Representative to join our team in Bracey. This position plays an important role in providing exceptional service to customers while supporting broadband operations, billing, and office administration.

If you enjoy helping people, solving problems, working in a team environment, and providing friendly and professional customer service, we encourage you to apply.

What You’ll Do

As a Customer Service Representative, you will:

• 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.

What We’re Looking For

Required:

• High school diploma or GED.


• 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.

Preferred:

• Associate degree in business, business administration, or a related field.


• Experience combining customer/public contact with office administration, typing, filing, computer operations, and bookkeeping.


• Experience in a telecommunications, broadband, utility, or similar customer-service environment.

The Ideal Candidate

The successful candidate will be:

• Customer-focused and professional


• Friendly, courteous, and approachable


• Organized and detail-oriented


• Comfortable working with cash and financial records


• A strong communicator and active listener


• Able to learn technical broadband services and company procedures


• Dependable and able to exercise sound judgment and initiative

Why Join EMPOWER Broadband?

This is an opportunity to become an important part of a team dedicated to providing reliable broadband services and excellent customer experiences to the communities EMPOWER serves.

EMPOWER/MEC reserves the right to revise or change job responsibilities as business needs arise. This job advertisement is based on the current position description and is not intended to be all-inclusive.