Part Time Technical Service Representative 1

Armstrong-Utilitie; Butler (Butler County); On-site; USD 32,000 - 42,000; Full time

Job summary

Armstrong Utilities is hiring for a customer service representative to resolve inquiries by phone and email. You will handle internet and telephony troubleshooting, update customer records, and process payments as needed.

The role requires quick thinking, strong communication, and the ability to multi-task while adhering to escalation policies and KPIs. Flexible afternoon/evening weekday and weekend shifts are common for this team.

Qualifications

• Experience in customer service or helpdesk is preferred.
• Ability to navigate multiple windows and use standard software.
• Strong verbal and written communication skills.

Responsibilities

• Resolve customer inquiries over the telephone.
• Troubleshoot internet and telephone issues.
• Support emails via webmail and mobile devices.
• Enter work orders and update customer accounts.
• Troubleshoot wired and wireless networks (Plume/ARM streaming).
• Meet CSR KPI targets (ATT, ACW, AHT, FCR).
• Follow training materials and company tools to resolve issues.

Skills

Customer service

Communication

Time management

Multitasking

Typing

Active listening

Education

High school diploma or GED

Certifications preferred

Job description

The successful candidate must have the ability to work independently and as part of a team, demonstrating the ability to work with patience and courtesy, even during challenging customer interactions. Must have the ability to communicate effectively; both verbally and in writing, thinking quickly and logically to ensure expedient responses to customer inquiries. Must complete applicable training and display strong organizational and time management skills. The ability to multi-task efficiently and effectively, as well as adhering to our established escalation policy, are of paramount importance.Our Next Scheduled Training Start is: Monday, September 21, 2026(Apply now to be considered)ResponsibilitiesResolve customer inquiries over the telephoneProficient handling of internet and telephone troubleshooting inquiriesSupport email platforms including webmail, mobile devices, and software clientsAccurately enter work orders and tickets as appropriate, including updating of customer accounts, including customer contact informationAbility to troubleshoot wired and wireless networks including Plume and Armstrong streaming devicesMeet or exceed CSR KPI targets: ATT, ACW, AHT, and FCRMeet or exceed A360 call quality program targetsUse provided training materials and job tools to quickly and accurately resolve customer issues.Additional duties or responsibilities may be assigned as necessaryAccept and process customer paymentsQualificationsHigh school diploma or general education degree (GED) is required; Certifications or degrees preferredAdvanced computer skills are required; proficiency navigating between multiple windows is necessaryStrong typing, verbal and written skills are necessary for successFamiliarity with desktop and mobile operating systems as well as security software packagesIdeal candidates should have at least 6 months of experience in a customer service, retail or helpdesk environmentStrong communication skills; friendly attitude, active listener, articulate, self-assured and professionalMotivated and dependable person with strong work ethic and a high degree of integrityAbility to quickly and effectively adapt to changes in the work environmentCoachable person who is eager to learn new skills and take on new responsibilitiesMust have the ability to work flexible afternoon/evening weekday and/or weekend shiftsWho We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.Armstrong is an Equal Opportunity Employer.