Residential Customer Care - Tier I

Socket Telecom LLC; Columbia Township (MO); On-site; USD 21,000 - 28,000; Full time

Job summary

Socket Telecom LLC is hiring a Residential Customer Care - Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience. You will work in a call center environment, answer questions, resolve billing issues, and document interactions to ensure accurate records.

This fast-paced, customer-focused role requires reliability and a friendly, professional demeanor.

Qualifications

• Proficient with multiple screens and programs.
• Excellent written and verbal communication skills.
• Able to multitask effectively in a call center.
• Ability to prioritize tasks in a fast-paced environment.
• Friendly, approachable demeanor with customers.
• Strong telephone handling skills.

Responsibilities

• Answer incoming calls in a call center environment with professionalism.
• Support new and existing customer accounts, including billing and service questions.
• Process payments accurately.
• Document all customer interactions thoroughly.
• Participate in outbound calling projects as needed.
• Follow procedures while delivering high-quality service.
• Escalate issues promptly when needed.
• Meet quality, productivity, and customer satisfaction targets.
• Assist other departments with customer information.
• Perform basic troubleshooting.
• Maintain regular, reliable attendance.

Skills

Proficient computer skills

Excellent written and verbal comms

Multi-tasking

Ability to prioritize tasks

Friendly demeanor

Telephone handling skills

Job description

At Socket, we connect our community to great service. We’re hiring a Residential Customer Care -Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience.

A Day in the Life

In this role, you’ll work in a call center environment, logging into the call queue and assisting residential customers throughout the day. You’ll answer questions, resolve billing and account issues, and help customers feel confident about their services. Between calls, you’ll complete accurate and detailed documentation to ensure every interaction is well recorded. Each day is fast-paced, customer-focused, and centered on delivering a great experience from start to finish.

What You’ll Do

Key responsibilities include:

• Answer incoming calls in a call center environment and assist residential customers in a timely, professional manner
• Provide support for new and existing customer accounts, including billing inquiries, account changes, and service questions
• Process payments
• Complete thorough and accurate documentation for all customer interactions
• Participate in outbound calling projects as needed
• Follow established procedures while maintaining a high level of customer service and professionalism
• Identify and escale issues when appropriate to ensure prompt resolution
• Consistently meet quality, productivity, and customer satisfaction standards
• Assisting other departments with customer information
• Basic troubleshooting
• Regular reliable attendance

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

• Proficient computer skills – Including using multiple screens and programs at once
• Excellent written and verbal communication skills
• Multi-tasking
• Ability to prioritize tasks
• Friendly demeanor
• Telephone handling skills