THIS IS A REMOTE POSITION, HOWEVER THE SUCCESSFUL CANDIDATE WILL BE LOCATED IN ALABAMA, ARKANSAS, FLORIDA, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY, MISSOURI, NORTH CAROLINA, OHIO, SOUTH CAROLINA, TENNESSEE, OR VIRGINIA.

As a Residential Customer Service Specialist, you will be responsible for taking full ownership of the customer experience in a high-volume remote call center setting. Assists customers at the highest level of professionalism, courtesy, and efficiency to promote best call handling practices and first call resolution while meeting and exceeding established goals. Customer Support Specialists are responsible for assisting customers via multiple communication channels including incoming calls, emails, and chats with a positive, customer-centric attitude to capture essential details to fulfill requests, provide positive resolutions for account and billing related concerns, process payment functions, and enter service changes for existing accounts. Role includes recognizing opportunities to add services or update packages on existing accounts to ensure customers are in the best package to fit their needs while maintaining positive revenues. In addition, this person is a team player with a passion for assisting others, working with other departments to provide solutions, set expectations, and follow up with customers as promised.

Duties & Responsibilities:

• Interacts with customers providing customer delight via telephone, email, chat, and other communication channels as designated to assist with a variety of customer inquiries and issues.
• Guides customers through billing statements, enters orders for billing changes and adjusts billing to fulfill customer requests, correct identified billing errors, and resolve customer complaints.
• Maintains a friendly and professional demeanor with strong verbal and written communication skills
• Effectively de-escalates customer conversations, identifies customer needs, and achieves positive resolution while also setting proper follow up and billing expectations
• Utilizes designated systems and available resources for efficient call handling to meet and exceed established productivity standards
• Utilizes strong relationship building, customer service, and critical thinking skills to deliver positive customer experiences that meet and exceed established quality standards
• Works both independently and as part of the team while embracing company initiatives and direction provided to ensure consistency, efficiency, and best customer experience
• Participates in regular training sessions to stay up-to-date on best customer service practices, current and new products, selling techniques, and the ability to articulate local and competitive advantage
• Promotes company products and services, sells additional services by recognizing opportunities and customer needs to up-sell existing accounts
• Helps achieve the overall performance goals of the organization while working to meet and exceed established goals for productivity, quality, and results within department
• Regular, consistent, and punctual attendance. Must be able to work Monday - Friday, hours of operation are 8am – 7pm EST, variable schedule(s), and overtime as necessary
• Performs other duties as required

Minimum Qualifications:

• High School or Equivalent
• Two or more years of Customer Service experience, preferably including experience in Call Center, Telecommunications, and/or Sales
• Ability to work in a fast-paced environment. Multitask, set priorities, and manages time effectively.
• Ability to sit at a workstation for long durations using a computer and headset.
• Works well both independently and with others as part of team.
• Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capabilities.
• Enthusiastic, personable, and a “can do” attitude.
• Excellent interpersonal, verbal, and written communication skills.
• Strong computer and data entry skills. Proficient in common office software including Microsoft applications.

Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]

Benefits:

Clearwave Fiber appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions such as:

• Lucrative bonus plans
• Medical, dental, and vision plans - start when you start!
• Life insurance (self, spouse, children)
• Paid Time Off
• 401(k) - 100% company match (vesting and matching starts upon hire, up to 5% of eligible compensation)
• Employee Assistance Plan
• Employee Referral Plan

Additional Perks

• Free services, if living within service area
• Tuition reimbursement - Clearwave Fiber encourages staff members to pursue ongoing education and gain industry certifications
• LinkedIn Learning
• Associate recognition program
• Advancement opportunities
• Collaborative work environment

Our Core Values:

Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

About us:

Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network to reach new communities across the Midwest and Southeast regions. This new venture was formed from Hargray Fiber and Clearwave Communications. Clearwave Fiber has the financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization. Our Team of more than 400 colleagues is committed to delivering the most advanced technology and customer service. If you enjoy technology and are passionate about working with a new venture with strong investment partners, we’d like to invite you to consider joining us in this endeavor.

Pre-hire Processes:

Clearwave Fiber is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

EOE/Disability