Customer Service Representative

divh2Nomad Internet Customer Service Representative/h2pThis is a remote position./ppJob Title: Customer Service Representative/ppLocation: Remote/contract to hire/ppCompany Overview:/ppWe started Nomad Internet because we believe that rural communities are special, but remote areas can be very challenging without access to reliable high-speed internet. If you have ever experienced living in a rural community, you can understand the struggles of poor internet quality. It can ruin your whole day to plan around the internet randomly going out./ppRural communities need access to High-Speed Internet just as much as urban folks do. But, they are often left out of the Internet conversation in America. Then, they are expected to be ok with 2nd class internet. The same internet that has been publicly funded over and over again without any improvements./ppWe felt it was time for a change! Over the last 4 years, with the help of rural communities around the country, we are now one of the largest rural internet providers in the country!/ppNomad Internet provides the best wireless internet you can possibly experience. With our use of C-band spectrum and the Nomad Omega, Air and Raptor modems, most Nomad Internet customers experience speeds between 100-200mbs. Plus, the Nomad Air Travel option allows customers to take this internet anywhere they travel!/ppAt Nomad Internet, we are the best in the world at one thing: Rural Internet. Our entire focus is bringing reliable, high-speed wifi to rural communities, and we want you to put us to the test./ph3Job Overview/h3pThe Customer Support Representative will astound customers with the effective resolution, proactive account management, and customer education. They determine and resolve root causes to customer concerns and inquiries, identify appropriate service enhancement opportunities, and explore customer needs to develop loyal and profitable customers./ppThis role is a learning role, where Customer Service Representatives are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, value creation, and relationship building./ppAs Nomad Internets Customer Service Representative, you will interface with our customers as a voice of Nomad Internet. You will take ownership by assisting customers with their service, billing and account management. You will also work to resolve simple connectivity issues and escalate them to our technical team for resolution as necessary. In this customer experience-centered role, your troubleshooting skills and ability to problem solve within a fast-paced environment will help improve our customers overall experience./ph3Essential Duties and Responsibilities/h3ulliProvides astounding customer service through effective and timely resolution of various customer inquiries and concerns./liliApproaches each call with a can do mindset and treats each customer with respect, courtesy, and a genuine desire to help./liliHandling inbound calls including giving general direction and guidance to customers./liliBuild customer loyalty and value through effective account management, identifying and providing product recommendations and collecting past due balances./liliSupport phone customers by updating contact information, assisting with Self-Care./liliGuidance, transitioning account plans, helping cancel subscriptions or closing accounts./liliWork within the Customer Service Team to identify process failures and opportunities to improve the overall customer experience./liliMeet department productivity and quality standards./liliComplete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies./liliAssist end-users with general questions that range from rate plan differences to service availability and occasional technical concerns./liliProvide billing and account related support to end-users./liliPerform other project related tasks as requested by your supervisor./liliOther duties to be assigned/li/ulh3Qualifications/h3ulliProven ability to work in a fast-paced environment with a positive attitude./liliYou must take pride in your work./liliAbility to work independently to resolve customer concerns and/or issues./liliBe a relentless internal advocate for the customer. You internalize customer concerns, solve them, and keep it positive./liliStrong customer service and communication skills via phone, email, and chat./liliGreat communication skills showing you to be outgoing, friendly, kind, and warm in demeanor; a people person./liliYou will be a great communicator and engage with your team on a daily basis in the same way you would in an on-site office environment./liliStrong attention to detail and time management skills./liliWillingness to take ownership without being asked./liliFlexibility and the ability to handle constant change within a high-paced environment./liliMust be able to handle emotionally charged situations./liliSolid understanding of the internet and high-speed data services./liliGeneral knowledge of personal computer networking./liliAbility to demonstrate interdepartmental collaboration in the workplace./liliTroubleshooting, problem-solving, and trend identification experience./liliMust be able to multitask and utilize multiple computer applications simultaneously./liliProficient in typing (Minimum 50 WPM)./liliA dedicated workspace with the ability to minimize background noise./liliAbility to work non-standard shift hours and overtime on an as needed basis./liliMust provide your own computer equipment which complies our system requirements./li/ulh3Preferred Education and/or Experience/h3ulli2+ years experience in customer service, technical support, and executive escalations./lili2+ years experience in a rural internet support environment, with a WISP or as an end user./liliExperience in a Customer Care environment./liliExperience working with rural residents./liliInbound Call Center experience./liliPrior experience setting up or managing a wireless network in a home or office environment./liliTechnical troubleshooting experience either in a similar industry or as an end user./li/ulh3Computer Skills/h3ulliExperience with Microsoft Office (i.e., Outlook, Word, Excel) applications./liliGoogle Business Suite./liliExperience with web-based applications./li/ul/div