Lead Customer Relations Rep - Retail

MaxxSouth Broadband; New Albany (MS); On-site; USD 38,000 - 48,000; Full time

Job summary

MaxxSouth Broadband is seeking a Lead Customer Service Representative - Retail to support daily customer service operations and deliver exceptional service. This role acts as a resource for the team, handles escalated concerns, and assists with coaching and training initiatives to drive operational excellence.

You will serve as the first contact for escalations, communicate across channels, and help promote MaxxSouth products and subscription objectives while maintaining accurate customer

Qualifications

• High School Diploma, GED, or equivalent — required.
• Minimum of 1 year of customer service experience — required.
• Strong proficiency in Microsoft Office applications (Excel, Word, Outlook) — required.
• Excellent verbal and written communication, plus problem-solving, organization, and multitasking — required.
• Ability to work collaboratively in a fast-paced environment — required.

Responsibilities

• Serve as the first point of contact for escalations and resolve issues.
• Support customers via phone, email, and other channels.
• Process inbound and outbound customer interactions based on needs.
• Assist supervisors with account research, reporting, training, and projects.
• Partner with leadership to guide team members.
• Foster a positive environment and promote engagement.
• Monitor floor activity and identify coaching and process-improvement opportunities.
• Deliver outstanding service while promoting products, services, and subscriptions.
• Maintain accurate customer records in company systems.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Description

Lead Customer Service Representative - Retail

Live to the MAXX—and help make it happen! At MaxxSouth Broadband, we’re committed to connecting people to what matters most—fast, reliable internet, advanced TV and voice services, and unwavering local customer care.

We are seeking a motivated and customer-focused Lead Customer Service Representative - Retail to support daily customer service operations while delivering exceptional service to our customers. In this role, you will serve as a subject matter resource for team members, assist with escalated customer concerns, support training and coaching initiatives, and help drive operational excellence.

What You’ll Do:

• Serve as the first point of contact for customer escalations and complex account issues, maintaining ownership until resolution.


• Provide support to internal and external customers through phone, email, and other communication channels.


• Process inbound and outbound customer interactions based on business needs.


• Assist supervisors and management with account research, reporting, training initiatives, and special projects.


• Partner with leadership to provide guidance and support to team members.


• Foster a positive, motivating environment that encourages employee engagement and performance.


• Monitor daily floor activity and identify opportunities for coaching and process improvement.


• Deliver outstanding customer service while promoting company products, services, and subscription objectives.


• Maintain accurate customer records by documenting activities, transactions, and communications in company systems.

What We’re Looking For:

• High School Diploma, GED, or equivalent -required.


• Minimum of 1 year of customer service experience -required.


• Strong proficiency in Microsoft Office applications, including Excel, Word, and Outlook -required.


• Excellent verbal and written communication skills, strong problem-solving, organizational, and multitasking abilities -required.


• Ability to work collaboratively in a fast-paced environment -required.

Why MaxxSouth Broadband?

• Become part of a locally rooted team delivering the fastest fiber speeds in the region, that prides itself on 100% local, 24/7 customer care.


• Grow your career in a fast-growing technology company with a people-first environment where connectivity means community.


• Get access to opportunities for professional growth, hands‑on training and certification support.


• Gain the opportunity to work with cutting‑edge technology and explore our competitive compensation and benefits package.