Customer Care Coordinator (Hybrid in office 3 days)

Customer Care Coordinator

About Conterra

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000 mile owned and operated fiber network.

We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider. 

Fiber driven. People powered. 

Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.

As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team. 

REPORTING TO:             Supervisor, Customer Care

LOCATION:                     Charlotte, NC (Hybrid in office 3 days Tuesday - Thursday)

JOB PURPOSE:  

The Customer Care Coordinator primary responsibility is to ensure an excellent customer experience for all stages of the customer’s life cycle. Priorities will include smooth onboarding, timely delivery, and courteous support throughout the customer lifecycle resulting in increased customer satisfaction, loyalty, and retention.  The Customer Care Coordinator helps Conterra live up to our promise of an excellent customer experience as heard from our customers when they say…

1. Conterra knows me.
2. Conterra makes it easy.
3. Conterra is available and helpful.
4. Conterra resolves trouble quickly.
5. Conterra is prompt and fair.
6. Conterra reaches out to me.

 REPONSIBLITIES:

• Deliver world-class customer care to Enterprise customers across multiple regions. 
• Build sustainable relationships with customer accounts through open & interactive communication.
• Handle incoming calls, emails & chat from customers asking for help with their account, services, or other requests of Conterra.
• Make outbound calls to customers to welcome them as new customers, inform them of changes at Conterra, or to follow-up on a customer request.
• Take ownership of the customer’s problem and be their single point of contact.
• Professional communication with internal and external customers.
• Assist customers with billing inquiries related to billing statements, charges, and online portal.
• Update customer billing information – billing address, payment methods, and contact information.
• Process payments over the phone, email, and chat.
• Address cancellation inquiries regarding account closure, contract terms, and cancellation fees.
• Coordinate, gather and submit complete order packages from Sales Team to Service Delivery. 

SKILLS / QUALIFICATIONS:

• Communication Skills – Clear verbal and written communication abilities
• Customer Service Experience – Prior experience in a customer-facing role (telecom experience preferred) 
• Problem Solving Skills – Ability to analyze customer issues & find appropriate solutions quickly & efficiently.
• Ability to multi-task, prioritize & manage time effectively.
• Patience and empathy – Remaining calm and composed especially when dealing with challenging situations.

EDUCATION / CERTIFICATIONS:

• High School Diploma – Some college preferred. 

What we offer

• Core values that embody teamwork, integrity, and excellence
• A super talented team who values hard work, success, and fun :)
• Work/ Life Balance
• Premium health benefits (medical, dental, vision, flex spending, etc.)
• Flexible and generous PTO schedule paid holiday schedule
• 401K program

Diversity & Inclusion

Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.