Customer Service Representative

Wire3 • Daytona Beach, FL

13d • Onsite

About The Position

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. Our mission is to not only deliver the best internet experience in Florida but also provide the exceptional customer care our customers deserve. With cutting-edge fiber optic technology at its core, Wire 3 ensures ultra-fast, reliable connections, minimizing disruptions and maximizing your online experience.

Backed by private equity, Wire 3 is on an exciting trajectory of rapid growth. We’re actively seeking driven, talented individuals to join our team of passionate and collaborative professionals who share a common vision of excellence. If you’re looking to be part of a dynamic and fast-growing organization, we’d love for you to help us continue delivering industry-leading service to our customers.

As a Wire 3 Customer Service Representative, you will be the front line in providing the best customer experience to our new and existing customers. Our representatives are responsible for answering all inbound customer requests with an overall goal of effectively diagnosing customer needs and providing industry leading support and solutions.

Not just another call center position, you will be the face of Wire 3 and responsible for providing the customer with the experience they want and deserve. You will be given advanced diagnostic tools to help address technical inquiries and walk customers through solutions you can make together. Not just fixing their issues but providing customers with the knowledge they need to help themselves through clear, concise, and thoughtful instructions.

You will also be trained to assist customers in navigating our ordering system and answer any questions they may have regarding service plans, scheduling, location availability, billing, etc., giving customers the tools they need to make informed decisions and feel comfortable in our process.

Requirements

• Minimum of two years of technology-focused customer service experience.
• Strong understanding of Wi-Fi RF and signal propagation.
• Knowledge of IP networking fundamentals, including DHCP, NAT, and ARP.
• Ability to multitask and assist multiple customers professionally and efficiently.
• Proficiency in using both PC and Mac computers for troubleshooting and assisting customers.
• Excellent verbal and written communication skills.
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.

Nice To Haves

• Experience with customer service/help desk software (preferred).
• Additional certifications or coursework in networking, IT support, or customer service is a plus.

Responsibilities

• Answer customer phone calls, chats, and texts regarding service issues, account concerns, and general inquiries, including: Technical questions about Wi-Fi and internet-connected devices. Billing inquiries. General questions about internet service.
• Create and manage support tickets to assist customers through the ticketing system.
• Respond to and resolve requests from other departments regarding customer service matters.
• Assist prospective customers by navigating the order system and providing information about Wire 3’s services and company.
• Handle phone calls, chats, and texts from non-customers regarding complaints, concerns, or issues related to Wire 3’s construction and installations.
• Work within assigned shifts: Hours of operation: 7:00 AM – 11:00 PM, 7 days a week Shifts available: 7:00 AM – 4:00 PM 10:00 AM – 7:00 PM 2:00 PM – 11:00 PM
• Other duties as assigned.

Benefits

• $ 21 an hour
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance - 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED