[Remote] Customer Support Representative - Remote after training
Note: The job is a remote job and is open to candidates in USA. Mercury Fiber is seeking a friendly, dependable, and customer-focused Customer Service Representative to provide exceptional service to our customers. In this role, you will assist customers with account inquiries, billing questions, service requests, troubleshooting, and scheduling while delivering a positive experience on every interaction.
Responsibilities
- Deliver exceptional customer service through inbound phone calls, chat, and other communication channels
- Assist customers with billing inquiries, account updates, payments, and general account maintenance
- Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed
- Schedule installations, service calls, repairs, and technician appointments
- Educate customers on Mercury Fiber products, services, and available promotions
- Identify opportunities to recommend products and services that best meet customer needs
- Accurately document customer interactions in company systems
- Resolve customer concerns professionally while maintaining a positive customer experience
- Meet established quality, productivity, attendance, and customer satisfaction expectations
- Collaborate with other departments to ensure timely resolution of customer issues
Skills
- High School Diploma or GED required
- Deliver exceptional customer service through inbound phone calls, chat, and other communication channels
- Assist customers with billing inquiries, account updates, payments, and general account maintenance
- Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed
- Schedule installations, service calls, repairs, and technician appointments
- Educate customers on Mercury Fiber products, services, and available promotions
- Identify opportunities to recommend products and services that best meet customer needs
- Accurately document customer interactions in company systems
- Resolve customer concerns professionally while maintaining a positive customer experience
- Meet established quality, productivity, attendance, and customer satisfaction expectations
- Collaborate with other departments to ensure timely resolution of customer issues
- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard
- Specific vision abilities required by this job include close vision requirements due to computer work
- Light to moderate lifting may be required
- Regular, predictable attendance is required; including quarter-driven hours as business demands dictate
- Ability to sit at a computer terminal for an extended period
- May be required to operate general office equipment including but not limited to copiers, printers
- 1-2 years of customer service or call center experience preferred
- Experience in telecommunications, internet service, or technical support is a plus
Benefits
- Health, Vision, Basic Dental & Life Insurance
- STD
- LTD
- 401k
- Paid Time Off
- Paid Training
Company Overview