Virtual Customer Service Representative

About local2u

At local2u we are working to connect America. Much of the country suffers from no or extremely limited connection to the internet. local2u’s network is built with this as its focus. Using a mix of modern and traditional networking methods, we have multiple ways to cross a mile. From Laser Optics over long wireless distances to traditional trenched Fiber, to CBRS and Millimeter wave we treat the “last mile” as the “First Mile”.

Using connected flagpoles at US Post Offices in your communities is just the beginning of how we are working to provide subscribers with both Broadband to their homes as well as Mobility when out in the country.

We consider the First Mile the most critical part of the Network as its where we connect and that’s why we’re here 🙂.

At local2u, we know that the Customer Experience is our single most important connection we can make and providing a simple and intuitive support experience is critical. Our representatives are at the heart of our interactions with customers meeting them in the technology medium they prefer, ensuring a positive interaction each and every time.

We are looking for passionate people who can deliver a customer experience that fundamentally changes how our customers feel about their service provider. Crafting responses that combine an understanding of product, technology, and process with a focus on the customer experience.

Job Description

ARE YOU SOCIALLY SAVVY?

A TECHNOLOGY ENTHUSIAST?

THRIVE ON CUSTOMER ADVOCACY?

NATURALLY CREATE PERSONAL CONNECTIONS?

Job Summary

Responsible for providing end-to-end support for our customers/communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy. Establishes and builds rapport while promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer. This includes but is not limited to billing inquiries, technical problem solving, handling sales opportunities, proactively addressing all customer needs as well as being a strong advocate for our customers. Actively puts the customer needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions. Communicates in a warm and friendly manner through both verbal and written means via various platforms: SMS, eChat, email, or phone.

Core Responsibilities
- Provides the right experience to customers for billing, repair, retention, and sales inquiries or interactions.
- Follows established troubleshooting procedures, including use of appropriate resources and desktop tools. Produces work order according to established business rules.
- Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
- Sets clear expectations by providing accurate information and transparent communication.
- Communicates and explains account information to the customer with focus on doing everything in your power to resolve an issue while instilling confidence and trust. When appropriate, follows established escalation procedures to expedite prompt resolution.
- Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction.
- Assists customers to self-guided resolution while illustrating genuine concern and words that work throughout the interaction.
- Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
- Improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of the competitive environment, products, and services.
- Based on the customer's wants and needs, acts as a product consultant, articulating appropriate product solutions, features, and benefits.
- Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons.
- Complies with all established credit policies and guidelines.
- Achieves established goals and performance metrics.
- Actively participates in trainings and coaching sessions.
- Interacts with customers through various means of communication (both verbal and written) to assist with a variety of customer inquiries and issues.
- Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.
- Consistently follows company policies, quality guidelines, and procedures while applying sound judgment within the scope of empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
- Other duties and responsibilities as assigned.
Education
- High School Diploma / GED
- Certifications (if applicable)
Disclaimer

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We offer all of our full-time employees in serviceable areas free internet.

local2u is an EOE/Veterans/Disabled/LGBT employer.local2u is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.