What are the responsibilities and job description for the Customer Service Representative / Technical Assitance position at Swoon Staffing?
Position Summary
We’re hiring a Customer Service Representative (“Concierge”) to serve as the first point of contact for customers with questions or concerns about their internet service. This role is focused on proactive, white-glove support—delivering a first-in-class experience with empathy, technical troubleshooting, and a commitment to resolving issues quickly (often before they become issues at all). You’ll support customers across phone, email, and chat while maintaining high satisfaction and first-contact resolution.
Responsibilities
- Deliver exceptional customer service via phone, email, and chat, ensuring customers feel personally supported
- Resolve customer issues and complaints efficiently with empathy and professionalism
- Handle call intake in accordance with customer service policies
- Troubleshoot internet-related technical issues and assist customers with solutions
- Educate customers on products and services and recommend ways to improve their internet experience (inside sales)
- Process customer orders and cancellations for inbound sales; update account information on every interaction
- Partner with other departments to resolve complex issues; escalate unresolved issues when needed
- Meet or exceed service goals including response time, customer satisfaction, and first-call resolution
- Maintain up-to-date product and technical knowledge
Qualifications
- High school diploma or equivalent required; Bachelor’s degree preferred
- 3 years of customer service experience (telecommunications industry preferred)
- Demonstrated ability to connect with customers and deliver exceptional satisfaction scores
- Strong knowledge of fiber internet market and technology trends
- Excellent communication and interpersonal skills
- Ability to multitask in a fast-paced environment
- Strong problem-solving and critical-thinking skills
- Able to learn new technical skills quickly
- Proficient in Microsoft Office; experience with CRM and/or billing systems
- Flexible schedule availability (evenings, weekends, holidays as needed)
Salary : $25