Customer Service Representative

Maverix Broadband is a leading provider of high-speed broadband services, specializing in the deployment and maintenance of advanced fiber optic networks. Our mission is to deliver unparalleled service and connectivity to our customers by leveraging the latest technology and innovative solutions. As we continue to expand our network, we are seeking a skilled and dedicated Customer Service Representative to join our dynamic team.

Position Summary
The Customer Service Representative plays a pivotal role in ensuring our customers receive top-notch support and assistance. They are the face of our company, helping customers navigate their internet services and addressing their inquiries and concerns promptly and professionally.

Essential Duties and Responsibilities

• Customer Support: Provide excellent customer support via phone, email, chat, and in-person interactions to assist customers with inquiries, service issues, and technical troubleshooting.

• Billing and Account Management: Assist customers with billing inquiries, account setup, and changes to their subscription plans. Ensure accurate billing and payment processing.

• Technical Assistance: Troubleshoot and resolve technical issues related to internet connectivity, modems, routers, and other equipment. Provide clear and concise instructions for problem resolution.

• Service Upgrades and Sales: Identify opportunities to upsell or cross-sell additional services and products to customers. Explain the benefits and features of available upgrades.

• Quality Assurance: Maintain a high level of professionalism, accuracy, and efficiency in customer interactions. Follow company guidelines and procedures for quality assurance.

• Documentation: Keep detailed records of customer interactions, inquiries, and resolutions.

• Update customer profiles and accounts as necessary.

• Complaint Resolution: Handle customer complaints and escalations with patience and empathy, working to find suitable solutions while adhering to company policies.

• Product Knowledge: Stay up-to-date with the latest products, services, and technology trends in the fiber optic internet industry to provide informed assistance to customers.

Education/Experience

• High School diploma or equivalent
• Previous customer service or call center experience
• Strong communication skills, both written and verbal
• Technical aptitude and ability to learn about fiber optic internet technology
• Excellent problem-solving and multi-tasking abilities
• Customer focused mind-set
• Ability to work in a fast-paced team-oriented environment
• Avaliability to work flexible hours, including evenings and weekends.

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Physical Demands and Work Environment
Safety is our number one concern. Candidates must be able to comply with OSHA Standards.

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel and use and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Compensation & Benefits

• $21 - $24/hr
• Medical, Dental, Vision, Life & AD&D, Short-term Disability and Pet Insurance
• 401(k) with employer match
• PTO & sick time
• Paid Holidays

Note

Maverix Broadband is committed to a diverse and inclusive workplace. Maverix is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.