Job Type Full-time Description Clearwave Fiber prioritizes and serves our customers, communities, and fellow associates. We are here to build something great and fulfill our purpose of empowering people and communities to connect and thrive. The bilingual Customer Support Specialist is responsible for providing extraordinary customer service to new and existing commercial customers in a high-volume remote call center for our Spanish line. Achieves high levels of customer satisfaction and loyalty with prompt, competent, and courteous support including, but not limited to, handling all Clearwave Fiber customer support calls, billing inquiries, disputes, and credits, centralized disconnects, and collection activities. In addition, this person is a team player with a passion for assisting others, working with other departments to provide solutions, set expectations, and follow up with customers as promised. What you will do:
- Takes ownership of customer support calls and emails by analyzing, researching, and communicating internally and externally through the successful resolution of issues.
- Supports billing inquiries, disputes and credits, centralized disconnects, and collection activity expediently and professionally.
- Guides customers through billing statements, enters orders for billing changes and adjusts billing to fulfill customer requests, correct identified billing errors, and resolve customer complaints.
- Effectively de-escalates customer conversations, identifies customer needs, and achieves positive resolution while also setting proper follow up and billing expectations
- Utilizes designated systems and available resources for efficient call handling to meet and exceed established productivity standards
- Utilizes strong relationship building, customer service, and critical thinking skills to deliver positive customer experiences that meet and exceed established quality standards
- Works both independently and as part of the team while embracing company initiatives and direction provided to ensure consistency, efficiency, and best customer experience
- Participates in regular training sessions to stay up-to-date on best customer service practices, current and new products, selling techniques, and the ability to articulate local and competitive advantage
- Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors, and managers to establish and maintain considerate and cooperative relationships.
- Engages with customers to ascertain customer satisfaction, answer questions or concerns, and proactively seek to maximize customer experience.
- Enters all customer-related activity into the CRM daily.
- Regular, consistent, and punctual attendance. Must be able to work overtime as necessary.
- Performs other related duties as required.
Requirements What you will need:
- Bi-lingual - fluent in Spanish
- Minimum of four years of Customer Service experience, ideally with a background in Call Center, Telecommunications, and/or Sales.
- Associates degree or equivalent combination of education and relevant experience.
- Exceptional communication skills, with the ability to engage effectively with customers, colleagues, and management.
- Proven track record of delivering outstanding customer service, prioritizing customer satisfaction above all else.
- Meticulous attention to detail, ensuring accuracy and precision in all tasks and interactions.
- Strong organizational abilities, adept at managing tasks and priorities efficiently.
- Demonstrated critical thinking skills, capable of analyzing situations and making well-informed decisions.
- Proficiency in computer skills, including the Microsoft Office Suite, CRM systems, and business phone systems.
- Ability to thrive in a fast-paced environment, adept at multitasking and managing time effectively.
- Comfortable working at a computer workstation for extended periods while utilizing a headset.
Additional Qualifications: Must meet the Home Office Requirements below to qualify for remote / work from home positions:
- Self-motivated and the ability to work independently with little or no supervision in a remote setting.
- Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
- Have a steady work surface
- Have a comfortable chair
- Adequate lighting
- Working smoke and carbon monoxide detectors
- Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
Unlock Your Potential with Clearwave Fiber At Clearwave Fiber, we recognize the invaluable contributions of our associates in propelling our company forward. As a token of our appreciation, we offer an exceptional benefits package designed to honor your dedication and support your wellbeing. Elevated Benefits Package:Performance-Based Rewards: Join our team and unlock a rewarding career path with our performance-based rewards system, featuring a competitive compensation package that includes a base salary, commission potential, and a long-term bonus plan. Comprehensive Health Coverage: From day one, access medical, dental, and vision plans to safeguard your health and that of your loved ones. Financial Security: Enjoy company-paid life insurance, with options for additional coverage, alongside company contributions to HSA/HRA accounts, with an FSA plan available. Generous Time Off: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring a healthy work-life balance. Investment in Your Future: Participate in our 401(k) with matching contributions, vested upon hire, paving the way for a secure financial future. Safety Nets: Benefit from company-paid short-term and long-term disability plans and an Employee Assistance Plan for added peace of mind. Enhanced Perks:Connectivity Benefits: Enjoy complimentary Clearwave Fiber services if you reside within our service area, bringing high-speed connectivity to your fingertips. In addition, you are provided with a laptop and cell phone and mileage reimbursement. Recognition & Support: Join our Clearwave Connections program, where associates are celebrated for their contributions, and access 24/7 Health Advocate support at no cost to you. Wellness & Protection: Explore voluntary plans for accident, critical illness, hospital indemnity, and legal services to further safeguard your health and financial wellbeing. Collaborative Environment: Thrive in a supportive and collaborative work culture that values diversity, inclusion, and teamwork. Our Core Values:Purpose - We are about more than ourselves. Ownership - We are owners. Courage - We embrace challenge. Resourcefulness - We find a way. Simplicity - We focus on what matters. About Us: Clearwave Fiber, a leading provider of 100% Fiber Optic Internet services, is expanding its network across the Midwest and Southeast regions. Backed by strong investment partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and unparalleled customer service. Join our team of over 300 colleagues dedicated to shaping the future of connectivity. Pre-hire Assurance: Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us. Equal Opportunity Employer: Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace. Join the Clearwave Fiber Family: If you're passionate about delivering extraordinary customer service and thrive in a remote work environment, we'd love to hear from you. Join our team at Clearwave Fiber and be a part of something great.