CUSTOMER SUPPORT REPRESENTATIVE
: Job Details :

Company Description

Rock Island Communications is a leading Internet Service Provider (ISP) and IT Services company serving the islands of San Juan County, WA. The company is focused on deploying gigabit fiber and LTE fixed wireless to residents and businesses around the San Juan Islands. With headquarters in Eastsound and Friday Harbor, Rock Island offers IT support and business solutions for domain, hosting, VoIP, co-location, and corporate IT support.

Role Description

This position requires hands-on technical skills and strong written and verbal communication with customers and internal staff. Rock Island CSRs are friendly and familiar to our customers, creating a high-quality customer service experience that stands out among the other ISP options in San Juan County.

The CSR must have a solid understanding of the company and its offerings across all departments, answering customer questions and assisting with technical support, sales, engineering, accounting, and operations.

This team is the first and often the only point of contact between Rock Island and our valued customer base; excellent customer care is paramount to our mission and foundational to the quality of our products and services.

Qualifications

• Maintaining positive and professional customer interactions?
• Receiving inbound customer inquiries, responding and directing as needed?
• Assisting customers in person and via phone, online chat, and email platforms?
• Staffing customer reception locations during business hours.??
• Diagnosing and troubleshooting technical issues with email, Wi-Fi, internet service, VOIP, and other products and services?
• Utilizing internal tools to best determine the right products to suit customer needs
• Providing Information and educating customers on Rock Island services, products, promotions, and financing programs through OPALCO.?
• Provisioning equipment for customers including routers, mesh Wi-Fi equipment, Voice Over IP phones and domains. Receiving and restoring returned equipment.???
• Recording customer information and troubleshooting processes accurately in company systems?
• Supporting Sales and Marketing initiatives?
• Maintaining customer interactive locations at office locations including stocking, receiving and clearing of products. Assisting in displaying marketing materials or promotional materials.?