Customer Service Representative (CSR)

Community Internet Providers is changing the way people see customer service by building up the communities around us and becoming a servant leader in our industry. We are building a team of experts to give our customers and experience that they will want to share with others.

As a Call Center Representative, you will learn and develop the skills that it takes to serve our customers and community well. It starts with listening to our customers, asking thoughtful questions, picking up on their individual needs, and helping them build a resolution that best fits their family or business needs.

Responsibilities:

• Answer the phone in a courteous, timely and professional manner
• Guide customers through their purchasing experience with thoughtful questions, insightful answers, and sharing your expertise.
  Respond in a timely and accurate manner to routine customer concerns, insure that the customer is treated in a respectful and professional manner.
• You will make recommendations that make sense for our customer in helping them get the most out of their CIP experience.
  Approach service, billing, and sales call with dedication, humility, and compassion
  Show professionalism and integrity when setting up a new customer, answering questions, or making changes to the customers billing or services.
• Setting the customer up for success by setting clear expectations with the customer and walking them through the "CIP Difference".
• Collectively own the customer experience and resolve issues, creating a seamless experience.
• Comply with requirements surrounding confidential information and personal information and billing policy and procedures
• Work alongside peers, leaders, and other departments, learning and sharing ideas, while serving customers and providing resolutions to issues.
• Successfully identify and hand-off customers to technical support when needed.
• Stay current on all system and products to grow our skills and maintain proficiency on company requirements and our core values.
• Support Team initiative and help create a passionate environment.

Requirements:

• High School diploma or GED
• Computer literacy • Flexibility to work occasional nights, weekends, and holidays.
• Ability to embrace change and adapt as we continue to grow as a company and define roles. • ability to read, follow instructions, communicate, and document clearly.
• Learn new processes and skills, grow knowledgeable of systems, and develop proficient on our company values, organizational requirements, and competencies, needed to thrive in your role.
• Flexibility and responsible for other duties/projects as assigned by department management, as needed.
  
  

Customer Experience Representative (CER)

• Install tickets for billing
• New Customer Install Follow-up Phone calls
  • Verify Packages with customer
  • Verify router (yes/no)
  • Go over billing with customer and take first payment.
    • Create customers first invoice/ email invoice out to customer
    • Set-up auto pay and paperless billing
    • Walk customer through customer portal
  • Follow up on entire process thus far for quality of customer service
• Confirm Next Day Installs
• Follow-up on failed installs and next steps
• Follow-up on service calls
  • Reconcile buckets o Install and Radio pickups
• Sonar
  • Serviceable Addresses
  • Duplicate Addresses
• Help with invoicing on the 1st, 15th, and 25th of the month.