Position: Customer Service Representative
Location: Hancock, NY
Pay range: $18hr-$20/hr
Job Type: Temporary (6 month)
Schedule: Monday - Friday 8am-4:30pm
Position Summary
The Customer Service Representative will have a primary focus of supporting the onboarding and ongoing service support for residential and commercial customers throughout the communities we serve. Committed to providing the highest quality service, the Customer Service Representative role supports all customer technology and service inquiries, including repair, billing, and account management for fiber broadband and telephone services.
Duties/Responsibilities:
Effectively leverage tools, quality guidelines, processes, and resources to drive first contact resolution.
Communicates, engages, and provides customers with education on products and services.
Maintains excellent customer rapport by listening to and resolving concerns and answering questions.
Troubleshoots with customer to drive toward resolution, and escalation when necessary.
Interacts with customers in a professional, courteous manner including when responding to concerns and repeat customer concerns.
Effectively works to build a consultative relationship with the customer to create understanding and resolve all concerns.
Mentorship and on the job training of new internal/business partner employees.
Acts as an expert in all customer systems
Educates and promotes self-service options.
Provides day of job and dispatch support to Field Technicians
Follows established support processes procedures, including use of appropriate resources and desktop tools. Enters and completes orders according to established business rules.
Normal work shift: Monday thru Friday 8:00AM-4:30PM
Regular, consistent, and punctual attendance.
Other duties and responsibilities as assigned.
Required Skills/Abilities:
Exceptional customer service skills.
Strong ability to multitask.
Ability to communicate with and support customers in voice (phone) and digital communication (chat, SMS, email, social media) channels.
Self-motivated with strong time/self-management skills and interpersonal communication skills to work closely and collaborate with customers, subcontractors, and cross functional departments.
Ability to solve customer problems quickly during stressful situations, engaging assistance from supervisor and/or other teams as needed.
Excellent communication (oral and written) skills.
Possesses high sense of urgency, strong work ethic and is results oriented.
Always operates with a team player mentality.
Ability to receive and learn from feedback provided related to performance.
Ability to work independently and make sound decisions, engaging assistance from supervisor and/or other teams as required.
Must be able to work independently in a fast paced, structured environment and maintain composure in stressful situations.
On-site support
Ability to read, write, speak, and understand English.
Education and Experience:
High school diploma or equivalent required
3-5 years of customer service
Work Conditions:
Must be able to wear a telephone headset and utilize multiple tools and computer programs.
Must be comfortable with sitting for long periods of time.
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About Hancock, NY
Ready to take your career to new heights? Explore job opportunities in the enchanting area around Hancock, New York! Nestled in the picturesque Catskill Mountains, Hancock offers a perfect blend of small-town charm and limitless growth potential. From the serene Delaware River to the vibrant local art scene at the Hancock Art Gallery, there is no shortage of inspiration here. Embrace the unique culture, savor the local cuisine at the Hancock House Hotel, and enjoy outdoor adventures at Hancock Town Square Park. Don't miss out on the chance to be part of something special – start your job search in Hancock today!
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