Customer Service Support

$28,680 - $43,475/Yr

Consolidated Communications Enterprise Services - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

Telecommunications

About the position

The Customer Service Support role at Consolidated Communications involves providing telephone support for both residential and commercial customers regarding hardware and software issues related to Voice, Internet, WAN, and Cloud services. The position requires assisting prospective subscribers with inquiries about service offerings and maintaining customer support databases. This role is primarily remote, allowing employees to work from their homes while ensuring a high level of customer satisfaction.

Responsibilities

• Provide phone support for new and existing residential and commercial customers in a 24x7 environment.
• Troubleshoot reported service problems for residential and commercial customers and assist customers in connecting to CCI's network.
• Work with multiple software systems with supporting customer information.
• Enter steps taken into trouble ticket tracking software.
• Work with other departments to resolve customer issues quickly.
• Assist customers with questions regarding Internet service, software requirements for connection and hardware compatibility.
• Maintain knowledge of all products, procedures and service initiatives.
• Provide an excellent customer experience.
• Respond to support mail, fax and hand written communications.
• Maintain updated technical knowledge.

Requirements

• HS diploma/GED
• 6 months phone support experience preferred.
• Experience working in a customer service field preferred.
• Excellent verbal and written communication skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change in a fast-paced business environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Ability to learn and navigate new software quickly.
• Must have adequate internet connection to perform the necessary job duties.
• Must have a secluded office space.

Benefits

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program based on organization performance