We’re hiring a Customer Service Representative (Mid-Career) to support residential telecom/utility customers through phone and web chat. You’ll answer billing questions, troubleshoot routine service issues, take the right account actions, and document everything in our customer system.
Responsibilities
- Respond to inbound residential customer inquiries via phone and web chat, providing product/service information and routine answers
- Process account requests such as canceling or updating service, and verify changes are applied correctly
- Troubleshoot service and billing complaints using established guidelines, and escalate issues that require additional investigation
- Determine applicable charges for requested services, handle payments or deposits as required, and arrange billing adjustments/collections per policy
- Document customer interactions, complaints, actions, and follow-up/investigation outcomes in the customer/ticketing system
Requirements
- High school diploma or equivalent (GED)
- 1–3 years of customer service or contact-center experience handling residential phone and chat inquiries, including routine billing/service resolution and escalation when needed
- Ability to handle inbound customer inquiries for residential accounts via phone and web chat
- Skill in troubleshooting routine service and billing issues using established guidelines
- Accuracy in processing account requests (e.g., cancel or update service)
- Ability to determine charges for requested services and support billing adjustments/collections per policy
- Experience documenting customer interactions, complaints, and actions in a customer/ticketing system
Nice to Have
- Experience with multi-channel contact center workflows (phone + chat)
- Familiarity with CRM/customer account management systems
- Track record of resolving service or billing complaints through structured troubleshooting and escalation
- Comfort using Microsoft Office tools for notes, reporting, and follow-ups
- Experience working with VoIP or virtual contact center environments
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