Customer Service Representative

Customer Service Representative

FirstLight is a leading telecommunications company with a strong commitment to innovation and excellence. We are dedicated to providing cutting-edge solutions to our customers while fostering a dynamic and inclusive workplace culture. The Customer Service Representative will provide one call resolution to all customer needs. The Customer Service Representative is part of the Customer Service Team and will be motivated and passionate about providing exceptional service to our customers. The Customer Service Representative must be professional and able to work with a variety of people. This individual will provide quality, memorable, personalized customer service that maximizes revenue by meeting monthly sales goals and retaining customers through individualized care. Individual must have excellent verbal and written communication skills, sound judgment and an understanding of total Customer Service and sales.

Position Overview

Some expected duties include, but are not limited to:

• Provide information and education on our existing, new, and updated telecommunication service offerings to our customers.
• Effectively assimilates information about products and services to answer customers' questions accurately, completely, and authoritatively.
• Works with the billing system and entering service orders.
• Resolves billing matters with the utmost respect to our customers.
• Accurately maintains billing system, Plant system(s) and E911 Database.
• Service order processing for new installations, disconnections, changes to existing accounts and moves of service to include Plant Assignment and Provisioning.
• Ability to meet or exceed monthly sales goals.
• Outbound sales calls to include cold calling as required.
• Ensure accuracy and confidentiality of all customer accounts.
• Assure with the highest integrity the importance of our customer's privacy.
• Adhere to the guidelines and regulations set by the MPUC.
• Ability to devise creative solutions when customer problems are unique and require an original approach.
• Ability to allocate time efficiently.
• Handles a high volume of customers effectively.
• Excellent time management and multi-tasking skills.
• Willing to meet high performance standards, performance metrics and goals in support of FirstLights' vision and mission.
• May be required to cover the Customer Service Representative / Receptionist duties in this employee's absence such as with posting payments and batch reconciliation.
• Perform other related tasks as required.

Relationships

Internal: Maintain effective working relations by working closely with the Customer Service team, Field Service Technicians, Central Office Technicians, Engineering and others. Must establish and maintain an excellent team-oriented relationship with all other FirstLight Departments as well. Willing to be a team player and demonstrate consideration for the needs of others. External: Responds to customer requests for information and assistance and helps resolve customer concerns with a positive approach.

Qualifications

Possess excellent customer service and sales skills. Possess excellent verbal and written communication skills. Has empathy for the customer's situation. Able to handle customer conflicts in a professional manner. Computer skills necessary possessing Word and Excel experience. Highly motivated. Self-starter and able to work independently. Possess excellent time management, organizational and multi-tasking skills. Flexible and able to switch gears. Ability to effectively handle change. Willing to learn industry regulations such as Chapter 290, 291 & 292 and other MPUC guidelines.

Education and Certifications

High School diploma or equivalent. Computer knowledge.

Requirements

Must have valid and unencumbered driving license. Must pass pre-employment drug testing. Must be honest and ethical in all dealings. Must present professional appearance and demeanor.

Light Duty Assignments

This position can be performed under light duty restrictions and remotely.

Shift Schedule

This position is Monday through Friday from 8:00 am to 5:00 pm.

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight's clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments. FirstLight is committed to cultivating and preserving a culture of diversity and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight's equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.