Customer Support Representative

Customer Support Representative |Mainstream Fiber

**This position will be based out of Newburgh, IN**

About Mainstream Fiber:

At Mainstream Fiber Networks, we’re more than just a fiber optic internet company: we’re a Hoosier based team dedicated to propelling the digital revolution forward, and we believe that investing in our employees is the cornerstone of success.

About the Role:

The role of Customer Support Representative (CSR), you will play a vital role in ensuring exceptional customer experiences by managing customer accounts, handling billing inquiries, providing top-notch customer service, and assisting with sales operations support. Reporting to the Customer Support Supervisor, you will be responsible for addressing customer inquiries and issues promptly and effectively, while also supporting sales operations activities to drive revenue growth and customer satisfaction.

Why should you join our Team:

• Permanent, Full-time Position
• Pay Range: $17-20 per hour
• 1st Shift
• Access to Company Benefits:
  • Paid Time Off
  • 10 Paid Holidays
  • Medical Insurance
  • Dental and Vision Insurance
  • Health Savings Account (HSA)
  • Company Funded Life Insurance
  • 401(k) Retirement Savings Plan
  • FMLA
  • Unpaid Company Leave

Job Perks:

• Competitive Compensation
• Comprehensive company paid training provided.
• Company-provided uniforms
• Boot allowance for Outside Plant Employees
• Newly Updated Equipment and Vehicles
• Internal career advancement opportunities
• Exclusive employee discounts on company services
• Life Mart discounts for various products and services
• Pay Active (Daily/weekly Pay Opportunities)
• Wisely Pay Cards
• New Hire and Annual provided Company Merch
• Annual Company Events

Key Responsibilities:

• Manage customer accounts by updating account information, processing account changes, and ensuring accuracy of customer records.
• Proactively engage with customers to understand their needs, preferences, and challenges, and provide personalized assistance as required.
• Respond to billing inquiries from customers, including questions about invoices, payment methods, and billing discrepancies.
• Investigate and resolve billing issues promptly, ensuring customer satisfaction and adherence to billing policies and procedures.
• Provide excellent customer service via phone, email, CRM, or other communication channels, addressing customer inquiries, concerns, and feedback in a professional and courteous manner.
• Demonstrate empathy, patience, and active listening skills to understand and resolve customer issues effectively.
• Assist with sales operations activities to support the sales team in achieving their targets.
• Collaborate with sales representatives to provide administrative support and ensure seamless coordination between sales and customer support functions.
• Develop a deep understanding of the company's products, services, and offerings to effectively address customer inquiries and provide accurate information.
• Stay updated on product features, updates, and promotions to educate customers and drive product adoption and retention.
• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using CRM software or other relevant systems.
• Generate reports and insights on customer support metrics, trends, and performance to identify areas for improvement and inform decision-making.
• Some customer troubleshooting such as checking network connectivity, verify login credentials, and clearing browser cache and cookies prior to escalating customers to Network Operations team.
• Perform other related duties as required and assigned.

Key Qualifications:

• HSD, or equivalent education, is required.
• 2+ years of experience in customer support, or related roles.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and internal stakeholders.
• Strong problem-solving abilities and attention to detail, with a focus on delivering timely and accurate solutions to customer inquiries and issues.
• Proficiency in CRM software, Microsoft Office Suite, and other relevant software applications.
• Ability to work independently and collaboratively in a fast-paced environment, multitasking and prioritizing tasks effectively.
• Positive attitude, empathy, and a genuine desire to help customers and provide outstanding service.

Post-Application Details:

After submitting your application, if your skills and experience align well with the position, you will move on to the next stages in the interviewing process. Even if this particular role doesn't work out, rest assured that you remain part of our network. This ensures that all our recruiters will have access to your profile, broadening your potential opportunities.