Lead Customer Relations Rep - Retail

Block Communications, Inc.; New Albany (MS); On-site; USD 42,000 - 54,000; Full time

Job summary

Block Communications, Inc. in Mississippi (MaxxSouth Broadband) is seeking a Lead Customer Service Representative - Retail to guide daily customer interactions, mentor teammates, and resolve escalated issues. This role emphasizes coaching, reporting, and service excellence while promoting products and maintaining accurate records.

The ideal candidate will have a high school diploma, at least 1 year of customer service experience, and strong MS Office skills to support a fast-paced, local team.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience.
• Strong communication skills and ability to multitask.

Responsibilities

• Serve as the first point of contact for escalations and complex issues until resolution.
• Support customers via phone, email and other channels.
• Process customer interactions and maintain accurate records.
• Assist with coaching, training, and reporting initiatives.
• Partner with leadership to guide team members and improve processes.
• Promote company products and subscription options.
• Maintain documentation and CRM entries for interactions.

Skills

Customer service excellence

Verbal & written comms

Multitasking

Team collaboration

Education

High School Diploma or GED

Tools

MS Office

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.