Customer Service Representative

This is a remote position.

The Customer Service Representative will astound customers with the effective resolution proactive account management and customer education. They determine and resolve root causes to customer concerns and inquiries identify appropriate service enhancement opportunities and explore customer needs to develop loyal and profitable customers.

This role is a learning role where Customer Service Representatives are building skills and competencies in these areas while also demonstrating worldclass skills in courtesy concern timely resolution value creation and relationship building.

We offer our Customer Service Representatives the increased flexibility that comes with working virtually.

As Nomad Internet s Customer Service Representative you will interface with our customers as a voice of Nomad Internet. You will take ownership by assisting customers with their service billing and account management. You will also work to resolve simple connectivity issues and escalate them to our technical team for resolution as necessary. In this customer experiencecentered role your troubleshooting skills and ability to problem solve within a fastpaced environment will help improve our customer s overall experience.

Job Location: Remote

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties will likely be assigned.

• Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns.
  

• Approaches each call with a can do mindset and treats each customer with respect courtesy and a genuine desire to help.
  

• Handling inbound calls including giving general direction and guidance to customers.
  

• Build customer loyalty and value through effective account management identifying and providing product recommendations and collecting past due balances.
  

• Support phone customers by updating contact information assisting with SelfCare.
  

• Guidance transitioning account plans helping cancel subscriptions or closing accounts.
  

• Work within the Customer Service Team to identify process failures and opportunities to improve the overall customer experience.
  

• Meet department productivity and quality standards.
  

• Complete training requirements to learn new skills and processes grow knowledge of systems and develop proficiency on company values organizational requirements and competencies.
  

• Assist endusers with general questions that range from rate plan differences to service availability and occasional technical concerns.
  

• Provide billing and account related support to endusers.
  

• Perform other project related tasks as requested by your supervisor.
  

Requirements

QUALIFICATIONS

To perform this job successfully the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven ability to work in a fastpaced environment with a positive attitude.
  

• You must take pride in your work.
  

• Ability to work independently to resolve customer concerns and/or issues.
  

• Be a relentless internal advocate for the customer. You internalize customer concerns solve them and keep it positive.
  

• Strong customer service and communication skills via phone email and chat.
  

• Great communication skills showing you to be outgoing friendly kind and warm in demeanor; a people person .
  

• You will be a great communicator and engage with your team on a daily basis in the same way you would in an onsite office environment.
  

• Strong attention to detail and time management skills.
  

• Willingness to take ownership without being asked.
  

• Flexibility and the ability to handle constant change within a highpaced environment.
  

• Must be able to handle emotionally charged situations.
  

• Solid understanding of the internet and highspeed data services.
  

• General knowledge of personal computer networking.
  

• Ability to demonstrate interdepartmental collaboration in the workplace.
  

• Troubleshooting problemsolving and trend identification experience.
  

• Must be able to multitask and utilize multiple computer applications simultaneously.
  

• Proficient in typing (Minimum 50 WPM).
  

• A dedicated workspace with the ability to minimize background noise.
  

• Ability to work nonstandard shift hours and overtime on an as needed basis.
  

• Must provide your own computer equipment which complies our system requirements.
  

PREFERRED EDUCATION and/or EXPERIENCE

• 2 years experience in customer service technical support and executive escalations.
  

• 2 years experience in a rural internet support environment with a WISP or as an end user.
  

• Experience in a Customer Care environment.
  

• Experience working with rural residents.
  

• Inbound Call Center experience.
  

• Prior experience setting up or managing a wireless network in a home or office. Environment.
  

• Technical troubleshooting experience either in a similar industry or as an end user.
  

COMPUTER SKILLS

• Experience with Microsoft Office (i.e. Outlook Word Excel) applications.
  

• Google Business Suite.
  

• Experience with webbased applications.
  

REQUIRED ATTRIBUTES

The requirements listed below are representative of characteristics and demonstrated capabilities sought to perform this job successfully.

• Must make sound decisions and produce accurate and timely results.
  

• Must be handson.
  

• Must exhibit confidence in self.
  

• Must monitor and analyze information and solve problems on a strategic and tactical level.
  

• Must build positive working relationships with multiple levels of employees and management.
  

• Must demonstrate integrity and professionalism.
  

• Must demonstrate commitment to company values.
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk and hear; Able to work at a computer (reading and keying) or extended periods of time.

This role requires communicating verbally and in writing one on one in small groups as well as presenting to larger groups of employees.

NOTE: This job description is not intended to be allinclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.