Join Our Team as a Customer Care Representative and Make a Difference in Our Community
Point Broadband is a leading provider of broadband services, and we're seeking a highly skilled and customer-focused individual to join our team as a Customer Care Representative. As a work-from-home representative, you'll have the opportunity to work in a comfortable and flexible environment while making a positive impact on our customers' lives. If you're passionate about delivering exceptional customer service and have a strong analytical mindset, we encourage you to apply for this exciting opportunity.
About Point Broadband and Our Culture
At Point Broadband, we're committed to providing fast, reliable, and affordable internet services to our customers. Our company culture is built on a foundation of respect, integrity, and teamwork. We value our employees and strive to create a work environment that's engaging, challenging, and rewarding. As a Customer Care Representative, you'll be an integral part of our team, working closely with our customers and colleagues to resolve issues, answer questions, and provide solutions.
Job Summary
As a Customer Care Representative, you'll report to our Manager of Customer Care and play a critical role in delivering exceptional customer service. Your primary responsibilities will include confirming appointments, following up to ensure excellence and professionalism, setting customers up for success with billing and their customer portal, and resolving billing issues quickly and efficiently. You'll work in a fast-paced environment, using a range of software and systems to manage customer accounts, process payments, and document interactions.
Key Responsibilities
- Guide customers through their billing changes during acquisitions or transitions, reviewing account information, service plans, pricing, installation fees, and equipment needed for accuracy.
- Resolve billing issues quickly and efficiently through phone calls, email, and chat, ensuring prompt and professional communication.
- Walk customers through our billing cycle, auto-pay, paperless billing, customer portal, and take their first payment, providing clear and concise explanations.
- Call customers with outstanding debts to collect overdue payments and update account notes for collection efforts, working in a courteous and professional manner.
- Process collections, complete install tickets, and set up new customers, answering questions and making changes to billing or services as needed.
- Work consistently in Excel, SONAR, and project management software/database, reviewing construction drawings in SONAR for new account setup.
- Collaborate with peers, leaders, and other departments, sharing ideas and best practices while serving customers and providing resolutions to issues.
Requirements and Qualifications
To be successful as a Customer Care Representative, you'll need:
- A high school diploma or GED.
- Above-average understanding of internet and/or wireless technology.
- Strong analytical skills with the ability to read, follow instructions, communicate, and document clearly.
- The ability to learn new processes and skills, grow knowledgeable of systems, and develop proficiency in our company values, organizational requirements, and competencies.
- A stationary position for 8-10 hours, with flexibility to work occasional nights, weekends, and holidays.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in customer service or a related field.
- Familiarity with broadband services, internet, and wireless technology.
- Experience working in a call center or customer care environment.
Skills and Competencies
To excel in this role, you'll need:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- The ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
- A customer-focused mindset, with a passion for delivering exceptional service.
- Proficiency in Microsoft Office, particularly Excel, and ability to learn new software systems.
Career Growth Opportunities and Learning Benefits
At Point Broadband, we're committed to the growth and development of our employees. As a Customer Care Representative, you'll have access to:
- Comprehensive training and onboarding program.
- Ongoing coaching and feedback from our experienced team leaders.
- Career progression opportunities, including promotions and lateral moves.
- Professional development and continuing education opportunities.
Work Environment and Company Culture
As a work-from-home representative, you'll enjoy:
- A flexible and comfortable work environment.
- The opportunity to work from home, with occasional on-site meetings or training sessions.
- A dynamic and supportive team culture, with regular communication and feedback.
- Access to our company intranet, with resources, news, and updates.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package, including:
- Competitive salary and benefits.
- Medical, dental, and vision insurance (3 plans to choose from).
- Short-term disability and company-paid life insurance.
- 401(k) plan with a generous company match.
- Paid time off, including holidays and vacation days.
- Uniform/boot allowance and cell phone allowance (applicable by position).
- Discounted broadband services (where applicable).
How to Apply
If you're passionate about delivering exceptional customer service and have a strong analytical mindset, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
Point Broadband is an equal opportunity employer. For further information, please visit: EEO is the Law Poster | U.S. Equal Employment Opportunity Commission
Apply Now