Technical Service Representative 1

Armstrong Utilities; Butler (Butler County); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Job summary

Armstrong Utilities is seeking a friendly, customer-focused CSR to handle inquiries by phone, troubleshoot internet and telephone issues, and update customer accounts. You will work with webmail, mobile devices, and software clients, and enter work orders accurately while meeting KPI targets.

Ideal candidates have a high school diploma or GED, strong typing and communication skills, and at least 6 months in a service role.

Qualifications

• High school diploma or GED required.
• Advanced computer skills; navigate between multiple windows.
• Strong typing and verbal/written communication skills.
• Experience in a customer service, retail or helpdesk environment preferred.
• Able to adapt to changes in work environment.

Responsibilities

• Resolve customer inquiries by telephone.
• Troubleshoot internet and telephone issues.
• Enter work orders and update customer accounts accurately.
• Meet CSR KPIs (e.g., ATT, ACW, AHT, FCR) and adhere to escalation policies.
• Process payments as needed.

Skills

Customer service

Strong communication

Typing

Computer skills

Team player

Education

High School Diploma or GED

Job description

Looking for a company where your contributions are valued and your growth is encouraged?Join a family-owned company that is a leader in our industries and committed to the success of our employees. We provide opportunities to learn, grow and build a rewarding career while making a meaningful contribution to our continued success.Ready To Take the Next Step? Apply now to be considered.OUR NEXT CLASS ANTICIPATED START DAY IS: Monday, November 30, 2026(Class date and time are subject to change)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.What’s In It For You:Competitive hourly wage with free/discounted servicesMedical, Dental and Vision insurance available dayAward-winning, positive work environmentOpportunity for advancementEmployee recognition programs401(k) plan participationWhat You'll Be Doing:Resolve 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 paymentsWhat You'll Need:High 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.