Customer Service Representative

Customer Service Representative  

Vero was founded in Colorado in 2022 to build fiber networks for underserved schools. Since that time, we have grown to serve over 50 school districts throughout the US and have expanded our focus to serve the broader community including both residential and business customers.  We now have multiple fiber networks supporting communities across Colorado and we are making plans for more in 2023.     

As a Customer Service Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work on the fly. The Customer Service team handles all incoming tasks such as onboarding all new customers, account questions/inquires, billing inquires, payment postings, dispatch/add on requests, resource coordination and interdepartmental communication. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved. 

 
The Customer Service Representative role will consist of: 

• Serve as the first point of contact for customers seeking help with their accounts including billing questions, application of payment, update payment information, upgrades/downgrades of service, portal support, new customer sign ups and disconnects. 

• Responsible for resolving overdue bills and collecting payments from the individuals or businesses responsible for the debt 

• Answer phones, transfer calls, and assist walk-in customers 

• Create tracking tickets for all inbound customer communications 

• Collaborate with multiple departments including technical support, field technicians, etc 

• Utilizing our internal systems to pre-qualify potential customers for service, follow up on service inquiries, create accounts, and schedule appointments 

• Possess an understanding of the organization’s product offerings and stay current with system information, and escalate more complex inquiries 

• Monitoring several spreadsheets and tracking internal support tickets 

• Basic clerical, office, and administrative support as required 

• Perform other duties or special projects as assigned 

 
Requirements: 

• High School diploma or GED 

• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary 

• Strong critical thinker  

• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care. 

• Ability to organize and prioritize work and adapt to changes quickly. 

• Self -guided approach to learning and gaining knowledge in addition to company provided training. 

• Self-motivated with the ability to work in a fast paced, team-based environment. 

• Ability to effectively solve problems or escalate issues as needed. 

What we offer: 

• Paid Life Insurance 

• Paid Short Term and Long Term Disability 

• Paid Time Off 

• Paid Holidays 

• 3 Medical plans to choose from 

• Vision and Dental Plans 

• Simple IRA with Match 

• PAY DOE: $16-$20/hr 

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