Customer Service Representative

Centric Fiber delivers industry-leading high-speed internet and serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas and Central Florida. Centric is rapidly expanding into new regions due to its advantageous dual-model approach. Our team is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation.

The Customer Service Representative is responsible for responding to questions and issues raised by Centric Fiber customers. The customer service representative will be responsive to customer inquiries and maintain customer accounts according to specific guidelines and procedures. Communicate our new service offerings and promotions to the customer. Make outbound call efforts to market our service to customers who have our fiber service. Ensure our customers are on board with billing and informed about the billing due dates and payment methods.

General:

·       Upholds and advocates for Centric’s core values and behaviors as outlined in the Centric Values and Leadership Framework.

·       Ensure that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.

·       Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.)

Responsibilities and Essential Job Functions:

1.      Responsible for ensuring a smooth and efficient onboarding process for all customers.

2.      Manage large amounts of incoming calls.

3.      Follow communication procedures, guidelines, and policies.

4.      Provide accurate, valid, and complete information to all customers.

5.      Serve as support fiber customers.

6.      Effectively communicate with customers and explain the value proposition of our services.

7.      Respond to all customer inquiries via call and email.

8.      Maintain a positive attitude while handling customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.

9.      Update customer records by revising their account information after each correspondence with the customer.

10.  Attract new customers by promoting our fiber services.

11.  Recommend potential products and services to suit a customer’s needs.

12.  Clearly communicate your expectations regarding teamwork and collaboration.

13.  Make outbound marketing calls to inform customers about our fiber service.

14.  Maintain outbound call KPI’s that will be established by the supervisor.

15.  Willingness to learn more roles and grow with Centric.

Education / Experience:

·       High School Diploma or GED.

·       2 years of related customer service experience.

Knowledge, Skills, and Abilities:

·       Familiar with a variety of best practices, processes, and procedures relevant to customer service interactions.

·       Proficiency in the use of computers and software applications, including Microsoft Office.

Preferred Requirements:

·       Prefer experience in customer service.

·       Experience with CRM system.

Physical demands / Work Environment:

·       Job requires employees to sit for extended periods of time, lift objects up to 30lbs, grasp, carry, walk, speak, and listen.

·       Work is performed mostly in a controlled office environment. The noise level in the work environment is usually moderate.

Centric Fiber is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.