Wire Hiring for Customer Service Representative at Volusia County, FL Full Time

Position Summary

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. Not just another call center position, you will be the face of Wire 3 and responsible for providing the customer the experience they want and deserve. You will be given advanced diagnostic tools to help address technical inquiries and walking customers through solutions you can make together. Not just fixing their issues but providing customers the knowledge they need to help themselves through clear, concise, and thoughtful instructions.

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 customers the tools, they need to make informed decisions and feel comfortable in our process.

Responsibilities

• Answering customer phone calls, chats, and texts regarding issues with their service or accounts, or general questions about their service. This includes technical questions about Wi-Fi and internet connected devices, Billing questions, and general questions about internet service.
• Creating and managing tickets to assist customers through our ticketing system.
• Managing and answer requests and questions from other departments regarding customer service.
• Assisting future customers with navigating our order system and proving them information about our service and our company.
• Answering phone calls, chats, and texts from non-customers regarding complaints, concerns, or issues with Wire 3 construction and installations.

Requirements

• At least two years of technology focused customer service experience.
• Must understand Wi-Fi RF and signal propagation.
• Must understand IP networking fundamentals like DHCP, NAT, and ARP.
• The ability to multitask and effectively assist multiple customers professionally and in a timely manner.
• Experience in some form of customer service/ help desk software a plus.
• Proficient in using a computer (PC and Mac) to complete tasks and assist customers in doing the same.
• Excellent verbal and written communication skills.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Company Description

Wire 3 is dedicated to delivering affordable, fast, high bandwidth data services to households in Volusia and Brevard counties at an affordable cost. An important part of this mission is providing our customers with not only the best internet service in Florida, but also providing the attentive customer care our customers deserve. Wire 3’s fiber optic technology ensures that our service provides you the fastest, most reliable connection so you experience fewer disruptions.

Wire 3 is a private equity backed company looking to aggressively grow our team with motivated and talented individuals. Our staff is comprised of passionate, collaborative people working together towards a common goal. And, as a fast-growing organization, we’re always looking for motivated new team members to help us deliver for our customers.

Wire 3 is dedicated to delivering affordable, fast, high bandwidth data services to households in Volusia and Brevard counties at an affordable cost. An important part of this mission is providing our customers with not only the best internet service in Florida, but also providing the attentive customer care our customers deserve. Wire 3’s fiber optic technology ensures that our service provides you the fastest, most reliable connection so you experience fewer disruptions. Wire 3 is a private equity backed company looking to aggressively grow our team with motivated and talented individuals. Our staff is comprised of passionate, collaborative people working together towards a common goal. And, as a fast-growing organization, we’re always looking for motivated new team members to help us deliver for our customers.