Customer Service Representative (Tier 2), Hamilton, MT

Missoula MT

23 July, 2020

11:17 AM

Description

We are looking for a Customer Service Representative (Tier 2) to join our team at Cybernet1, a member of the Grizzly Broadband family of companies. ROLE: Customer Service Representative (Tier 2) Shift: 10:30 am - 9:30 pm Tues-Fri (1-hour lunch) Summary: The role of a Customer Service Representative in Tier 2 is being responsible for taking escalated calls from Tier 1 and resolving customer issues in a timely manner. ESSENTIAL FUNCTIONS/RESPONSIBILITIES: Identifying and assessing customers’ needs to achieve satisfactionIdentifying and reporting network issues or trends to our Network Operations TeamManage incoming calls and customer service inquiries from the Bitterroot Valley and beyondAct as the direct line of communication and support for our Field TechniciansBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid, and complete information by using the right methods/toolsMeet personal/customer service team support targets and call handling goalsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts, and file documentsFollow communication procedures, guidelines, and policiesTake the extra mile to engage customersKey Result Area #1 - Solve or Escalate Tickets Answering calls in a timely manner ensuring a low call queueResolve customer issues in a timely manner which will WOW our customersKey Results Area #2 - Identify and Report Keep track of trends or issues and report them to Network OperationsKey Results Area #3 - Support Field Technicians Be the eyes and ears for Field TechniciansWork as a team to get installs and service calls completed in a timely manner to WOW our customersOther duties as assigned. KEY ATTRIBUTES: Detail-oriented, organized, and efficient.Extremely self-motivated with strong time management.Proactive, pragmatic, and resourceful problem solver.Trustworthy and reliable.Friendly and professional communicator.Ability to manage multiple priorities and meet or beat goals with no errors.Tech-savvy and quick to learn new concepts.Ability to anticipate the needs of others coupled with a strong desire to serve.Adaptable.KEY QUALIFICATIONS: TCP/IP Networking and WiFi knowledge. At least 1-year experience preferred.If you are planning on opting to work from home, having experience working remotely is preferred with a designated professional, quiet space.Available 10:30am - 9:30pm Tues-Fri (1 hour lunch).Ability to live and work within the Bitterroot Valley, Montana.NOTE: This is a W-2 role with benefits and retirement plan (after probationary period); Paid Vacation Time after 1 Year; Internet Access at Home Provided; Phone Service & Hamilton Computer Service Retail Store Discounts; Team Member Referral Awards; Paid Holidays for Full-Time Permanent Team Members; Paid Personal Days after 6 Months; Job Training/Conferences (if applicable) for Continuing Self-Education and Improvement; Sponsorships (for community or school programs & events); Company Events; Staff Lunches; Coffee, Creamer, Tea, Hot Chocolate, Water, Office Snacks & Fresh Popcorn if working at the office.Every new team member is subject to a probation period. Most team members are hired with a 6-month probation period.You MUST be available from 10:30 am - 9:30 pm Tues-Fri (1-hour lunch). This is not a job that can be partnered with another job.All applicants will be subject to a background check prior to an offer of employment.Grizzly Broadband participates in E-Verify. Applicants must be authorized to work in the United States.Experience/Education required: TCP/IP Networking and WiFi knowledge required Job Type: Full-time Salary: Starting $15.00 / hr goes up with experience Number of Open Position(s): 1 Hours: 10:3 0am - 9:30 pm Tues-Fri (1 hour lunch) Remote work: Optional after 4+ weeks of in-office training If you are passionate about all of the points above, please apply! Apply here: https://www.indeed.com/job/customer-service-representative-tier-2-77c4dd9275c60a44