Customer Service and Activation Representative (CSAR)

Overview

Wyyerd Fiber is seeking a Customer Service and Activation Representative (CSAR) to be part of a team of high-energy, customer-oriented peers who handle sales and customer support as the first point of contact for customers and others who call us.

Responsibilities

The Customer Service and Activation Representative (CSAR) is the first point of contact for customers who are interested in services provided by Wyyerd Fiber; therefore, a positive first impression is an important aspect of this position. They are responsible for assisting customers with internet service issues, including installation, discontinuance, changes in service, and billing. This individual must be proactive in recognizing the needs of customers, providing solutions or referring customers to associates who will be able to provide quick and accurate resolutions to their problems. The CSAR should actively seek to sell and up-sell products and services that may be beneficial to customers. Therefore, this individual must be diligent and assertive when referencing the latest products and services provided by the company. The CSAR will be involved with community/external events and promotions and any other activity that is identified as being of value to promote Wyyerd Fiber and its products in the market.

Responsibilities:
-Provide outstanding customer service in all aspects of customer contact
-Manage customer concerns while meeting company goals
-Suggest products and services for customer’s needs
-Promote our products and services and up-sell where appropriate for customers
-Answer Inbound phone calls
-Handle walk in customer’s needs
-Maintain the field technicians’ schedule
-Ensure billing is accurate
-Apply customer payments to billing accounts
-Troubleshoot a limited set of basic technical issues in order to obtain First Call Resolution
-Provision new services, discontinuations and other changes in network management system as needed
-Respond to emails and voicemails
-Attend community events as needed
-Other duties as required

Experience/Qualifications:
-Familiar with customer record systems and practices in general
-2+ years customer service experience
-High school diploma, with some college preferred
-Highly organized and communicative with colleagues and leaders
-Detail oriented
-Ability to adapt to a changing environment
-Must enjoy working with the public, both on the telephone and in person
-Ability to troubleshoot and identify customers’ needs
-Ability to multi-task, prioritize and manage time effectively

Apply at: https://www.wyyerd.com/careers/customer-service-and-activation-representative-(csar)/f68d4bb0-fb83-487b-9e21-550d0554238e/1