Customer Service Representative

FiberFirst
US - Texas - Southlake
May 5, 2025

Job Summary:

Do you have a knack for helping others? Are you someone who enjoys bringing a positive and optimistic attitude to help others find the best solution? If so, we encourage you to apply for the Customer Service Representative position at FiberFirst. This role is an invaluable part of the success of FiberFirst and will serve as an intermediary for customers, service, billing, technical, sales and other departments. You will be managing specific pre-sale and post-sale activities that will help maximize customer satisfaction and provide a successful onboarding for new clients. Ready to take the next step in your career? Come apply today!

Location:

The role will be based out of Southlake, TX.

Employment Classification:

Non-Exempt: Regular, Full-time

Supervisory Responsibilities:

None

Duties / Responsibilities:

Provide technical support and customer service to clients who use our VOIP phone service
Troubleshoot technical issues related to VOIP technology and resolve customer inquiries
Answer inquiries about our products and services and provide solutions to problems in a timely and effective manner
Ensure customer satisfaction by providing high-quality support and assistance
Collaborate with other teams to identify and resolve technical issues that may arise
Stay up to date with the latest technology and trends in the VOIP industry
Maintain accurate records of customer interactions and transactions
Inbound/outbound call center support through telephone and chat queue
Responsible for the submission, ownership, escalation, and status communications of CARE, Billing, MACD, and Credit, ticket submissions
Serve as first point of escalation for customer call ins
Coordinate with other departments to resolve service, support, or billing issues
Negotiate price and terms for customer sign-ups and retention
Support team with either inbound or outbound calling campaigns
Maintain detailed, accurate account records in customer database and customer activity
Ensures all customers are satisfied with full resolutions provided following internal customer activities
Act as customers primary point of contact regarding day-to-day support, service issues or outages
Aggressively and proactively provide the highest level of customer support
Perform any other work duties upon request of management
Assist with special projects

Education and / or Experience:

HS Diploma or GED. If not applicable, must meet required number of years of experience in customer service
Minimum of two years of experience working in telecommunications
Must have two years of experience working in customer service

Required Skills / Abilities:

Basic knowledge of Microsoft Office (Outlook, Word, Excel)
Strong working knowledge of VoIP/ Digital Telephone service, features, and number porting
Bilingual is a plus
Must have reliable transportation to work

Physical Requirements:

In a typical workday, the employee will be required to:

Sit: Frequently
Stand: Occasionally
Walk: Frequently
Keyboarding: Continuously
Fine manipulation: Continuously
Lift: Will require capability to lift up to 5 pounds.
Carry: Will require capability to carry up to 5 pounds.
Travel: Ability to travel approximately 5% of the time.
Work Environment: The work environment is fast paced, employees may be exposed to varying noise levels, and indoor temperatures.

What's in it for you:

We truly value our employees and put their well-being first! Here we provide the following:

Medical and Dental Plan
Vision Plan
PTO
401(K) with company match
Collegial environment of talented professionals
Growing and well-funded company

About Us: FiberFirst, a leading fiber internet service provider, is driving the digital revolution with hyper-local connectivity solutions. Headquartered in Texas, it has rapidly expanded its 100% fiber optic networks to multiple states, bringing next-generation multi-gigabit internet connections. Beyond delivering unparalleled speed and reliability to homes and businesses, they are committed to actively supporting the communities they serve. FiberFirst's locally based support teams prioritize community engagement by actively participating in local events, partnering with community organizations, and fostering meaningful relationships with residents and businesses alike.

FiberFirst is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. FiberFirst does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Read the full job description and apply online on the recuiter's web-site

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