Customer Support Specialist

FIRSTLIGHT•Victor, NY

About The Position

FirstLight is seeking a Customer Service Specialist to join our growing team! Customer Service at FirstLight is a progressive work group providing many services to internal and external customers including; billing, LNP, directory, phone/email/chat support, provisioning, repair, contract renewals, reporting and other duties as assigned. Customer Service at FirstLight is closely aligned with Sales and Operations.

Requirements

Strong communication skills. Must be able to balance multiple, complex and time sensitive duties all at the same time.
Working knowledge of: Salesforce and Microsoft Office Suite, including Teams is preferred.
Experience in handling challenging interpersonal situations using flexibility to create positive change.
Strong face to face, written and verbal communication skills.
Experience diffusing difficult customer situations.
High School Diploma and minimum of 2 years relevant experience in a CLEC environment.

Nice To Haves

Associates Degree and 4 years’ experience in a CLEC environment preferred.

Responsibilities

Responsible for providing customer service for all customer in all business units.
Carrier Services component of the Customer Service Department to include: Local Number Portability, 911 Service, Directory, Toll Free, Type II and Off Net Copper, Network Trunk Augmentation and Network Grooming
Develop and maintain relationships with sales to include; account managers, sales coordinators and sales leaders.
Manage customer contract renewals within an incentive and performance based program.
Customer billing an Ad-Hoc repair billing.
Sales/Transitions and other revenue generating activities within the department.
Provisioning within Voice and Internet delivery platforms as required.
Assist technicians with material and scheduling support.
Other duties as assigned.

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