Inbound Customer Service

AppleOne Employment Services; Monroeville (Allegheny County); On-site; USD 22,000 - 23,000; Full time

Job summary

AppleOne Employment Services in Monroeville, PA seeks an Inbound Customer Service Representative for an on-site role supporting internet service accounts and inquiries. The position includes paid training, a monthly performance bonus, employee discounts, and a casual team environment with on-site parking.

You will assist inbound customers with questions, recommend service options, process orders, and document interactions across multiple systems while meeting service, sales, and attendance goals.

Qualifications

• Inbound support for internet service accounts and equipment.
• Strong communication and active listening.
• Ability to explain technical information simply.
• Goal-oriented and dependable with performance goals.

Responsibilities

• Assist inbound customers with account questions and service plans.
• Provide clear product information and recommended options.
• Process orders and service requests accurately in multiple systems.
• Resolve customer concerns with patience and a focus on service quality.
• Meet customer service, sales, quality, attendance, and performance goals.
• Document interactions thoroughly and maintain accurate records.

Skills

Inbound support

Customer service

Active listening

Problem solving

Overnight shifts

Education

High school diploma or equivalent

Job description

Job Summary

We are seeking an Inbound Customer Service Representative for an on-site Customer Support and Sales Representative opportunity in Monroeville, PA. This direct hire role is ideal for a customer-focused professional who enjoys helping people, solving problems, and recommending internet services that fit customer needs.

This position offers paid training, monthly performance bonus potential, employee discounts, advancement opportunities, and a casual team environment. Candidates will join a supportive workplace with free on-site parking, positive team culture, employee engagement activities, food events, and leadership focused on training and long-term success.

Key Responsibilities

• Assist inbound customers with account questions, equipment activation, password resets, service plans, and general internet service support.
• Provide clear product information and recommend service options based on customer needs.
• Process orders, service requests, and account updates accurately in multiple computer systems.
• Resolve customer concerns with patience, professionalism, and a strong focus on service quality.
• Meet customer service, sales, quality, attendance, and performance goals.
• Document customer interactions thoroughly and maintain accurate account records.

Compensation and Benefits

• Pay: $16.00 to $17.00 per hour.
• Overnight shift differential: Additional $1.00 per hour.
• Monthly bonus: $300 to $616 based on performance.
• Job type: Direct hire.
• Work location: On-site in Monroeville, PA.
• Paid training: 2 weeks, Monday through Friday, 8:30 PM to 5:00 AM.
• Regular schedule after training: Friday through Tuesday, with shifts starting at either 9:00 PM or 1:00 AM.
• No time off during training. Significant time off is discouraged during the first 90 days.
• Attendance is important for continued bonus eligibility.
• Benefits include medical, dental, and vision insurance.
• Paid time off.
• Free mobile phone and employee plan.
• Reduced family mobile plans.
• Employee discounts and perks.
• Referral program.
• Paid on-the-job training.
• Advancement opportunities.
• Free on-site parking.
• Casual work environment with team activities, food events, and employee engagement opportunities.

Required Qualifications and Skills

• Provide inbound customer support for internet service accounts, equipment, and account access needs.
• Recommend service plans and solutions based on customer questions and usage needs.
• Process customer orders, service requests, and account documentation accurately.
• Use multiple computer systems to research information, update accounts, and resolve customer concerns.
• High school diploma or equivalent.
• Strong communication, active listening, and customer service skills.
• Comfortable using computers and learning new software systems.
• Ability to explain technical information in a simple, easy-to-understand way.
• Goal-oriented, dependable, and motivated by service and performance goals.
• Ability to work overnight shifts on-site in Monroeville, PA.
• Professional, patient, and positive approach to customer interactions.

Preferred Qualifications

• 1 to 2 years of customer service, sales, call center, retail, or technical support experience.
• Experience supporting internet, mobile, telecommunications, or technology services.
• Previous experience working in an inbound customer service or sales environment.
• Comfort working in a performance-based role with quality, sales, and attendance goals.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.