Customer Service Support

Consolidated Communications; Pittsburgh, Village of Pelham (Allegheny County, NY); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated support professionals to provide exceptional telephone assistance to both residential and commercial customers. In this dynamic role, you'll troubleshoot service issues, assist with hardware and software inquiries, and ensure a seamless customer experience in a fast-paced environment. If you thrive in a remote setting and possess strong communication skills, this position offers a unique opportunity to make a meaningful impact while enjoying a comprehensive benefits package. Join a company that values your contributions and supports your growth!

Benefits

401(k) matching

Medical, Rx, Dental and Vision insurance

Disability insurance

Flexible spending account

Health savings account

Life insurance

Tuition reimbursement

Paid vacation and personal days

Paid holidays

Employee Assistance Program

Qualifications

• HS diploma/GED required; 6 months phone support experience preferred.
• Excellent verbal and written communication skills essential for customer interactions.

Responsibilities

• Provide phone support for residential and commercial customers in a 24x7 environment.
• Troubleshoot service problems and assist customers in connecting to the network.

Skills

Verbal Communication

Written Communication

Customer Service

Problem Solving

Technical Support

Education

High School Diploma or GED

Tools

Trouble Ticket Tracking Software

Job description

Major Duties

Classification: Non-Exempt / Non-Bargaining

Position may be located Remote: Texas, Illinois, Minnesota (within 90 miles of an office)

Primary responsibilities include providing telephone user hardware and software support to new and existing residential & commercial Voice, Internet, WAN & Cloud subscribers, assisting prospective subscribers with questions concerning Consolidated's (CCI's) service offerings and compatibility issues, and assisting in maintaining customer support database and software support material.

Reports for work remotely from their primary residence. (subject to change based on the needs of the business)

Responsibilities

• Provide phone support for new and existing residential and commercial customers in a 24x7 environment.
• Troubleshoot reported service problems for residential and commercial customers and assist customers in connecting to CCI's network
• Work with multiple software systems with supporting customer information.
• Enter steps taken into trouble ticket tracking software.
• Work with other departments to resolve customer issues quickly.
• Assist customers with questions regarding Internet service, software requirements for connection and hardware compatibility.
• Maintain knowledge of all products, procedures and service initiatives.
• Provide an excellent customer experience.
• Respond to support mail, fax and hand written communications.
• Maintain updated technical knowledge

Qualifications

• HS diploma/GED
• 6 months phone support experience preferred.
• Experience working a customer service field preferred.
• Excellent verbal and written communication skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Strong work ethic and self-starter- able to effectively manage multiple priorities and adapt to change with a fast-paced business environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Ability to learn and navigate new software quickly
• Must have adequate internet connection to perform the necessary job duties.
• Must have a secluded office space.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.