Customer Service Representative
Wire 3, Daytona Beach, FL, United States
Job Overview
As a Wire 3 Customer Service Representative, you will be the front line in providing the best customer experience to our new and existing customers. Our representatives are responsible for answering all inbound customer requests with an overall goal of effectively diagnosing customer needs and providing industry‑leading support and solutions. You will be the face of Wire 3 and responsible for delivering the customer experience they want and deserve.
You will also be trained to assist customers in navigating our ordering system and answer any questions they may have regarding service plans, scheduling, location availability, billing, etc., giving them the tools they need to make informed decisions and feel comfortable with our process.
Responsibilities
Answer customer phone calls, chats, and texts regarding service issues, account concerns, and general inquiries, including
Technical questions about Wi‑Fi and internet‑connected devices.
Billing inquiries.
General questions about internet service.
Create and manage support tickets to assist customers through the ticketing system.
Respond to and resolve requests from other departments regarding customer service matters.
Assist prospective customers by navigating the order system and providing information about Wire 3’s services and company.
Handle phone calls, chats, and texts from non‑customers regarding complaints, concerns, or issues related to Wire 3’s construction and installations.
Work within assigned shifts:
Hours of operation: 7:00 AM – 11:00 PM, 7 days a week.
Shift options: 7:00 AM – 4:00 PM; 10:00 AM – 7:00 PM; 2:00 PM – 11:00 PM.
Other duties as assigned.
Required Skills / Abilities
Minimum of two years of technology‑focused customer service experience.
Strong understanding of Wi‑Fi RF and signal propagation.
Knowledge of IP networking fundamentals, including DHCP, NAT, and ARP.
Ability to multitask and assist multiple customers professionally and efficiently.
Experience with customer service/help‑desk software (preferred).
Proficiency in using both PC and Mac computers for troubleshooting and assisting customers.
Excellent verbal and written communication skills.
Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.
Education / Experience
High school diploma or equivalent required.
Two or more years of experience in a technology‑driven customer service role.
Additional certifications or coursework in networking, IT support, or customer service is a plus.
Physical Requirements
Ability to sit for extended periods while using a computer and headset.
Ability to type and navigate multiple computer programs efficiently.
May require occasional lifting of up to 10 lbs. (e.g., handling computer equipment or office supplies).
Benefits
Company‑paid premiums for medical, dental, and vision insurance for you and your dependents.
Dynamic environment with diverse growth opportunities.
Emphasis on learning and development to support career and personal growth.
Work‑life balance – 120 hours paid time off (PTO) after 90‑day probation period.
40 hours of paid sick leave.
6 major paid holidays off.
401(k) plan with company match.
EEO Statement Wire 3 is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wire 3 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wire 3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Wire 3 will not tolerate discrimination or harassment based on any of these characteristics. Wire 3 encourages applicants of all ages.
#J-18808-Ljbffr
You will also be trained to assist customers in navigating our ordering system and answer any questions they may have regarding service plans, scheduling, location availability, billing, etc., giving them the tools they need to make informed decisions and feel comfortable with our process.
Responsibilities
Answer customer phone calls, chats, and texts regarding service issues, account concerns, and general inquiries, including
Technical questions about Wi‑Fi and internet‑connected devices.
Billing inquiries.
General questions about internet service.
Create and manage support tickets to assist customers through the ticketing system.
Respond to and resolve requests from other departments regarding customer service matters.
Assist prospective customers by navigating the order system and providing information about Wire 3’s services and company.
Handle phone calls, chats, and texts from non‑customers regarding complaints, concerns, or issues related to Wire 3’s construction and installations.
Work within assigned shifts:
Hours of operation: 7:00 AM – 11:00 PM, 7 days a week.
Shift options: 7:00 AM – 4:00 PM; 10:00 AM – 7:00 PM; 2:00 PM – 11:00 PM.
Other duties as assigned.
Required Skills / Abilities
Minimum of two years of technology‑focused customer service experience.
Strong understanding of Wi‑Fi RF and signal propagation.
Knowledge of IP networking fundamentals, including DHCP, NAT, and ARP.
Ability to multitask and assist multiple customers professionally and efficiently.
Experience with customer service/help‑desk software (preferred).
Proficiency in using both PC and Mac computers for troubleshooting and assisting customers.
Excellent verbal and written communication skills.
Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.
Education / Experience
High school diploma or equivalent required.
Two or more years of experience in a technology‑driven customer service role.
Additional certifications or coursework in networking, IT support, or customer service is a plus.
Physical Requirements
Ability to sit for extended periods while using a computer and headset.
Ability to type and navigate multiple computer programs efficiently.
May require occasional lifting of up to 10 lbs. (e.g., handling computer equipment or office supplies).
Benefits
Company‑paid premiums for medical, dental, and vision insurance for you and your dependents.
Dynamic environment with diverse growth opportunities.
Emphasis on learning and development to support career and personal growth.
Work‑life balance – 120 hours paid time off (PTO) after 90‑day probation period.
40 hours of paid sick leave.
6 major paid holidays off.
401(k) plan with company match.
EEO Statement Wire 3 is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wire 3 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wire 3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Wire 3 will not tolerate discrimination or harassment based on any of these characteristics. Wire 3 encourages applicants of all ages.
#J-18808-Ljbffr