Job Description
Major Duties
Classification: Non-Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.
Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.
Responsible for handling a large volume of inbound and outbound calls, creating the best possible experience for every caller.
Candidate should be able to display active listening skills be customer focused, detail oriented and able to be efficient in a high-volume and fast paced environment. Candidates should also be polite, reliable, knowledgeable, willing to learn and adaptable to changing situations.
Performs job duties consistent within safety, legal, and regulatory requirements; company standards culture and business practices. Acts with the highest level of business and personal ethical standards in all aspects of job performance.
Responsibilities
Answering inbound customers professionally and responding to customer inquires and complaints
Making outbound calls
Using active listening to identify customers needs, concerns and complaints
Problem solving to find best solution to meet customers needs
Basic troubleshooting of products and services as trained
Using de-escalation techniques on phone calls with customers
Making product recommendations based on client needs in best interest of customer and company
Handle and resolving customer complaints respectfully and professionally
Redirect customers to appropriate departments and teams when appropriate
Following up complicated customer calls where required
Being an active participant in training and learning opportunities within the company
Qualifications
High School Diploma or Equivalent
Customer Service experience
Skilled typing
Experience in Microsoft Office
Exceptional customer service skills including active listening, verbal and written communication.
Ability to multitask
Must have a demonstrated ability to communicate effectively with customers and other employees.
Experience in Salesforce
Must have excellent customer service skills.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary
Pay range (commensurate with skills and experience): $15.54 - $23.57
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
