Customer Service Representative

Customer Service Representatives work with customers and staff across the East Bay Area in Rhode Island. Customer Service Representatives provide technical/billing support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services. Customer Service Representatives also deliver value by expertly handling inbound calls, developing relationships with new prospects, and converting calls and emails to active customers.
Duties/Responsibilities: •Handle customer inquiries promptly and effectively through various communication channels. •Maintain up-to-date and accurate customer records. •Develop and grow customer accounts •Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service. •Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction. •Upsell and retain existing customers through active listening and understanding customers’ needs •Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments. •Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support. •Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
Required Skills/Abilities: •Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results. •Inquisitive and analytical with a passion for technology. •Delight in providing outstanding customer satisfaction. •Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor. •Must be computer proficient with a basic and diverse understanding of consumer electronics. •Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries. •Ability to work independently and maintain confidentiality. •Ability to handle and prioritize multiple tasks each day. •Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule. •Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand. •Must be detail-oriented and work as part of a team. •Willing to train, accept feedback and learn the job according to i3 standards.
This opportunity includes:
  • Medical, Dental, and Life Insurance
  • Flexible Medical Spending Account
  • Company Matching 401(k)
  • Seven Paid Holidays
  • Paid Time off
  • 100% free services to employees who live with in our service area
  • No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.
  • High School Diploma/GED
  • Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day.
  • Ability to communicate orally and in writing.
  • Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equpitment
At i3 Broadband our product is better, our prices are lower, and our people set us apart!
If you meet these requirements and are interested in what i3 Broadband has to offer then apply today!