Note: The job is a remote job and is open to candidates in USA. Vero Networks provides fiber optic-based broadband services to underserved communities. The Customer Service Representative serves as the primary contact for customer inquiries, manages accounts and payments, creates and tracks support tickets, and coordinates with internal teams to resolve issues and support new subscriber onboarding.
Responsibilities
- Serve as the primary point of contact for customer inquiries regarding billing, payment updates, service modifications (upgrades/downgrades), portal navigation, account setups, and cancellations
- Resolve past-due accounts and collect payments from individual or commercial clients to maintain account standing
- Handle incoming calls promptly and address inquiries
- Create, track, and manage support tickets for all inbound customer communications using internal service platforms and tracking software
- Partner closely with Technical Support, Service Delivery, and Billing teams to ensure seamless issue resolution
- Utilize internal tools to pre-qualify prospective customers, follow up on service inquiries, and set up new subscriber accounts
- Maintain a deep understanding of product offerings, service plans, and system updates to address client inquiries and appropriately escalate advanced technical issues
- Provide general administrative support and complete ad-hoc operational projects as assigned
- Basic clerical, office, and administrative support as required
- Monitoring several spreadsheets and tracking internal Customer Service tickets
- Basic clerical, office, and administrative support as required
Skills
- High School diploma or GED
- Strong critical thinking skills with a proven ability to analyze complex situations and execute sound solutions
- Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care
- Ability to organize and prioritize work and adapt to changes quickly
- Self-guided approach to learning and gaining knowledge in addition to company provided training
- Self-motivated with the ability to work in a fast paced, team-based environment
- Ability to effectively solve problems or escalate issues as needed
- Must be fluent in English and Spanish (written and verbal)
- Must be able to work 10:00 am – 7:00 pm Mountain Time, Monday through Friday with occasional weekend availability
- This has no travel requirements
- Ability to sit and work at a desk for extended periods of time, using a computer and other office equipment
- Ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time
- Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary
Benefits
- 4 Medical plans with employer contributions for employees and dependents
- Dental and Vision insurance
- Life Insurance and AD&D
- Voluntary Life Insurance
- Disability Insurance
- 401(k) retirement plan + employer match
- 15 PTO days, 9 paid holidays + 2 floating holidays
- Remote position
Company Overview