Customer Service Representative

Job Title: Customer Advisor

Company: Core Fiber Partners

Location: Newport, WA Area

Type: Full-time

About Us: Core Fiber Partners is a rapidly growing internet service provider (ISP) that is committed to delivering high-speed, reliable internet solutions to our customers. Our company mission is to close the digital divide by building next generation internet in smaller communities so that they can rely on the same technology and economic benefits as those from metropolitan areas.

As we continue to expand our footprint and offerings, we are seeking a dedicated and motivated Customer Advisor. This is an exciting opportunity to be part of a fast-growing ISP with ample room for professional growth and advancement.

Job Description:

Core Fiber Partners is seeking a customer-focused and enthusiastic individual to join our team as a Customer Advisor under the Regional Customer Experience Manager. As a Customer Advisor, you will play a crucial role in providing exceptional customer service and acting as a trusted advisor to our customers. This position offers an exciting opportunity to engage with customers, understand their needs, and deliver personalized solutions that enhance their overall experience with Core Fiber Partners.

Responsibilities:

Act as a primary point of contact for customers, addressing inquiries, resolving concerns, and providing information about Core Fiber Partners products and services.
Engage with customers through multiple communication channels, including phone, email, chat, and social media, ensuring prompt and professional responses.
Build strong relationships with customers, actively listening to their needs and identifying opportunities to deliver personalized solutions.
Assist customers with onboarding, account setup, and service activation processes, ensuring a seamless transition and positive experience.
Provide guidance and support to customers in understanding billing statements, payment options, and usage details.
Educate customers about Core Fiber Partners' product features, benefits, and promotions, aiming to increase customer satisfaction and loyalty.
Proactively identify and address customer concerns, escalating complex issues to appropriate teams for resolution.
Maintain accurate and detailed customer records in CRM systems, documenting interactions, inquiries, and resolutions.
Collaborate with cross-functional teams, including Sales, Technical Support, and Billing, to ensure effective communication and resolution of customer issues.
Stay updated with product knowledge, industry trends, and competitor offerings to provide accurate and up-to-date information to customers.
Participate in ongoing training and development programs to enhance customer service skills and product knowledge.
Assist in the implementation of customer satisfaction surveys and feedback mechanisms to gather insights and drive continuous improvement.
Fulfill any other duties assigned by the Regional Customer Experience Manager or General Manager for the region.
Knowledge, Skills & Abilities

Previous experience in a customer service or customer-facing role, preferably in the telecommunications or service industry.
Exceptional interpersonal and communication skills, with the ability to engage with customers of diverse backgrounds and effectively convey information.
Strong problem-solving and conflict resolution abilities, with a focus on delivering positive outcomes for customers.
Solid understanding of billing processes, practices, and systems.
Proficient in billing software and systems, with the ability to quickly learn new tools and technologies.
Active listening skills and the ability to empathize with customers, understanding their needs and concerns.
Knowledge of customer service principles, best practices, and strategies.
Familiarity with CRM systems and ticketing tools to manage customer interactions and track issue resolution.
Ability to navigate through computer systems and databases to retrieve customer information and provide accurate responses.
Proficient in written and verbal communication, with excellent grammar and spelling.
Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple inquiries simultaneously.
Ability to work collaboratively in a team environment and establish effective relationships with colleagues and stakeholders.
Knowledge of telecommunications products, services, and technologies is a plus.
Ability to adapt to changing customer

Job Type: Full-time

Salary: $17.00 - $21.00 per hour

Benefits: Health insurance
Shift: 8 hour shift
Weekly day range: Monday to Friday
Work setting: In-person
Ability to commute/relocate: Newport, WA 99156: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person