Fastwyre Broadband | Customer Service Representative | overland park, ks
Customer Service Representative
Location: Overland Park, Kansas | Hours: Tuesday - Saturday, 11 AM - 8 PM
Position Overview
We are seeking a motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be dedicated to delivering exceptional service to our customers, while helping them navigate our products and services. You will play a key role in supporting both our local communities and employees by utilizing the latest technology to meet the evolving needs of a global economy.
Key Responsibilities
Drive customer satisfaction by proactively offering product and service recommendations to match customer needs.
Achieve sales targets by explaining and promoting our range of services, including local and long-distance telephone, cable television, and internet offerings.
Handle customer inquiries related to service applications, installations, policies, and account management.
Process service orders, including installation, disconnection, and feature changes, using company systems.
Address billing inquiries, provide account information, and assist with payment options for overdue accounts.
Log customer details accurately and assist with troubleshooting service issues by collaborating with the appropriate teams.
Support technicians by providing necessary information and assisting in clearing service disruptions.
Help with bad debt collections and other administrative duties as needed.
Contribute to the coordination of special projects and perform other tasks as assigned.
Skills & Qualifications
Excellent communication skills, both verbal and written, with a positive and professional approach to customer interactions.
Proficiency in using computer systems and software (including Microsoft Office Suite), with the ability to adapt to new technologies and processes.
Strong teamwork skills, with the ability to take initiative and work independently when needed.
Ability to embrace change and contribute to continuous improvement efforts.
Knowledge of customer service regulations, particularly related to Customer Proprietary Network Information (CPNI).
Flexibility to work a schedule that best serves our customers, including occasional adjustments when needed.
Education & Experience
High school diploma or equivalent required.
A minimum of 3+ years of customer service or sales experience is preferred.
Experience in telephony and cable television services is a plus.
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