What are the responsibilities and job description for the Customer Service Representative position at Archtop Fiber, LLC.?
At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.
Job Summary
The Customer Service Representative handles all phases of WVT Fiber, WVT ILEC and CLEC Residential and Business customer contacts.
Job Responsibilities
- Prepare, review and process applications for service and service orders for WVT and subsidiaries.
- Answer inbound calls in a timely, professional, and friendly manner
- Schedule and manage installation appointments and updates
- Convert inbound inquiries into new customer activations
- Upsell or cross-sell fiber internet services and bundles to current customers
- Accurately document all customer interactions and next steps in internal systems
- Receives, records, and distributes trouble reports or service orders to crews based on customer request/need.
- Update, Manage, and Maintain customer records as applicable.
- Follows up with customers to ensure satisfaction.
- Have complete understanding of billing systems and procedures.
- Answer customer questions and complaints.
- Assist Customers with payments.
- Assist walk-in Lobby Customers.
- Assist manager to study and standardize procedures to improve efficiency of department processes.
- Assist in the cross training of duties and responsibilities.
- Regular attendance is essential in this position.
- Adhere to company safety regulations.
Job Requirements
- Associate’s degree (A.A.) or equivalent from two-year College or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
- Must be able to deal with customers effectively, having good communication skills and a thorough knowledge of the Company’s products and services.
- Must be able to solve problems and be tactful especially when working under pressure.
- Must be accurate, be able to follow instructions and solve problems.
- Previous experience in Telecom, customer service, inbound sales, retention, or appointment scheduling preferred.
- Must be available to work full-time on-site at our Warwick, NY location.
- Knowledge of Microsoft Windows; proficiency in Word, Excel, and PowerPoint is a plus.
- Ability to work efficiently with multiple applications and computer screens.
- Strong communication, active listening, and relationship-building skills.
- Results-driven and motivated to achieve performance targets.
Benefits
- Competitive salary: $23.50-$25 per hour depending on experience
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Career development opportunities in a growing company
Job Type: Full-time
Pay: $23.50 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Application Question(s):
- Are you legally authorized to work in the United States without current or future employer sponsorship?
Work Location: In person
Salary : $24 - $25