Customer Service Representative

Do you have a knack for helping others? Are you someone who enjoys bringing a positive and optimistic attitude to help others find the best solution? If so, we encourage you to apply for the bilingual Customer Service Representative position at FiberFirst. This role is an invaluable part of the success of FiberFirst and will serve as an intermediary for customers, service, billing, technical, sales, and other departments. You will be managing specific pre-sale and post-sale activities that will help maximize customer satisfaction and provide a successful onboarding for new clients. Ready to take the next step in your career? Come apply today!

Location:

• The role will be in-office located in Southlake, TX.

Schedule:

• Monday - Friday 7:00 AM - 3:30 PM


• Monday-Friday 10:30 AM - 7:00 PM

Employment Classification :

• Non-Exempt: Regular, Full-time

Supervisory Responsibilities:

• None

Duties / Responsibilities:

• Provide technical support and customer service to clients who use our VOIP phone service.


• Troubleshoot technical issues related to VOIP technology and resolve customer inquiries.


• Provide support and customer service in both English and Spanish.


• Answer inquiries about our products and services and provide solutions to problems in a timely and effective manner.


• Ensure customer satisfaction by providing high-quality support and assistance.


• Collaborate with other teams to identify and resolve technical issues that may arise.


• Stay up to date with the latest technology and trends in the VOIP industry.


• Maintain accurate records of customer interactions and transactions.


• Inbound/outbound call center support through telephone and chat queue.


• Responsible for the submission, ownership, escalation, and status communications of CARE, Billing, MACD, and Credit, ticket submissions.


• Serve as first point of escalation for customer call ins.


• Coordinate with other departments to resolve service, support, or billing issues.


• Negotiate price and terms for customer sign-ups and retention.


• Support team with either inbound or outbound calling campaigns.


• Maintain detailed, accurate account records in customer database and customer activity.


• Ensures all customers are satisfied with full resolutions provided following internal customer activities.


• Act as customers primary point of contact regarding day-to-day support, service issues or outages.


• Aggressively and proactively provide the highest level of customer support.


• Perform any other work duties upon request of management.


• Assist with special projects.

Education and / or Experience:

• HS Diploma or GED. If not applicable, must meet required number of years of experience in customer service.


• Minimum of two years of experience working in telecommunications.


• Must have two years of experience working in customer service.

Required Skills / Abilities:

• Basic knowledge of Microsoft Office (Outlook, Word, Excel).


• Bilingual (Spanish and English) preferred.


• Must have reliable transportation to work.

Physical Requirements :

In a typical work day, the employee will be required to:

• Sit: Frequently


• Stand: Occasionally


• Walk: Frequently


• Keyboarding: Continuously


• Fine manipulation: Continuously


• Lift: Occasionally. Will require capability to lift up to 5 pounds.


• Carry: Occasionally. Will require capability to carry up to 5 pounds.


• Travel: Ability to travel approximately 5% of the time.


• Work Environment: The work environment is fast paced, employees may be exposed to varying noise levels, and indoor temperatures.

What’s in it for you:

We truly value our employees and put their well-being first! Here we provide the following:

• Medical and Dental Plan


• Vision Plan


• PTO


• 401(K) with company match


• Collegial environment of talented professionals


• Growing and well-funded company

About Us: FiberFirst, a leading fiber internet service provider, is driving the digital revolution with hyper-local connectivity solutions. Headquartered in Texas, it has rapidly expanded its 100% fiber optic networks to multiple states, bringing next-generation multi-gigabit internet connections. Beyond delivering unparalleled speed and reliability to homes and businesses, they are committed to actively supporting the communities they serve. FiberFirst’s locally based support teams prioritize community engagement by actively participating in local events, partnering with community organizations, and fostering meaningful relationships with residents and businesses alike.

FiberFirst is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. FiberFirst does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.