Customer Service Representative

Archtop Fiber.•Warwick, NY

15d

About The Position

At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.

Requirements

Customer service experience
Experience with billing systems
Ability to upsell or cross-sell services
Strong communication and interpersonal skills
Ability to document customer interactions accurately
Ability to manage appointments and updates
Ability to handle customer complaints and questions
Ability to assist with payments
Ability to assist walk-in customers
Ability to study and standardize procedures
Ability to cross-train others
Regular attendance
Adherence to company safety regulations

Responsibilities

Prepare, review and process applications for service and service orders for WVT and subsidiaries.
Answer inbound calls in a timely, professional, and friendly manner
Schedule and manage installation appointments and updates
Convert inbound inquiries into new customer activations
Upsell or cross-sell fiber internet services and bundles to current customers
Accurately document all customer interactions and next steps in internal systems
Receives, records, and distributes trouble reports or service orders to crews based on customer request/need.
Update, Manage, and Maintain customer records as applicable.
Follow up with customers to ensure satisfaction.
Have complete understanding of billing systems and procedures.
Answer customer questions and complaints.
Assist Customers with payments.
Assist walk-in Lobby Customers.
Assist manager to study and standardize procedures to improve efficiency of department processes.
Assist in the cross training of duties and responsibilities.
Regular attendance is essential in this position.
Adhere to company safety regulations.