Note: The job is a remote job and is open to candidates in USA. Mercury Fiber is seeking a friendly, dependable, and customer-focused Customer Service Representative to provide exceptional service to our customers. In this role, you will assist customers with account inquiries, billing questions, service requests, troubleshooting, and scheduling while delivering a positive experience on every interaction.

Responsibilities

• Deliver exceptional customer service through inbound phone calls, chat, and other communication channels
• Assist customers with billing inquiries, account updates, payments, and general account maintenance
• Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed
• Schedule installations, service calls, repairs, and technician appointments
• Educate customers on Mercury Fiber products, services, and available promotions
• Identify opportunities to recommend products and services that best meet customer needs
• Accurately document customer interactions in company systems
• Resolve customer concerns professionally while maintaining a positive customer experience
• Meet established quality, productivity, attendance, and customer satisfaction expectations
• Collaborate with other departments to ensure timely resolution of customer issues

Skills

• High School Diploma or GED required
• Deliver exceptional customer service through inbound phone calls, chat, and other communication channels
• Assist customers with billing inquiries, account updates, payments, and general account maintenance
• Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed
• Schedule installations, service calls, repairs, and technician appointments
• Educate customers on Mercury Fiber products, services, and available promotions
• Identify opportunities to recommend products and services that best meet customer needs
• Accurately document customer interactions in company systems
• Resolve customer concerns professionally while maintaining a positive customer experience
• Meet established quality, productivity, attendance, and customer satisfaction expectations
• Collaborate with other departments to ensure timely resolution of customer issues
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting may be required
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate
• Ability to sit at a computer terminal for an extended period
• May be required to operate general office equipment including but not limited to copiers, printers
• 1-2 years of customer service or call center experience preferred
• Experience in telecommunications, internet service, or technical support is a plus

Benefits

• Health, Vision, Basic Dental & Life Insurance
• STD
• LTD
• 401k
• Paid Time Off
• Paid Training

Company Overview