Customer Service Representative

About Us We started Nomad Internet because we believe that rural communities are special, but remote areas can be very challenging without access to reliable high-speed internet. If you have ever experienced living in a rural community, you can understand the struggles of poor internet quality. It can ruin your whole day to plan around the internet randomly “going out”. Rural communities need access to High-Speed Internet just as much as urban folks do. But, they are often left out of the Internet conversation in America. Then, they are expected to be ok with 2nd class internet. The same internet that has been publicly funded over and over again without any improvements. We felt it was time for a change! Over the last 4 years, with the help of rural communities around the country, we are now one of the largest rural internet providers in the country! Nomad Internet provides the best wireless internet you can possibly experience. With our use of C-band spectrum and the Nomad Omega, Air and Raptor modems, most Nomad Internet customers experience speeds between 100-200mbs. Plus, the Nomad Air Travel option allows customers to take this internet anywhere they travel! At Nomad Internet, we are the best in the world at one thing: Rural Internet. Our entire focus is bringing reliable, high-speed wifi to rural communities, and we want you to put us to the test. Job Description This is a remote position. Job Title: Customer Service Representative Location: Remote/contract to hire Company Overview: We started Nomad Internet because we believe that rural communities are special, but remote areas can be very challenging without access to reliable high-speed internet. If you have ever experienced living in a rural community, you can understand the struggles of poor internet quality. It can ruin your whole day to plan around the internet randomly “going out”. Rural communities need access to High-Speed Internet just as much as urban folks do. But, they are often left out of the Internet conversation in America. Then, they are expected to be ok with 2nd class internet. The same internet that has been publicly funded over and over again without any improvements. We felt it was time for a change! Over the last 4 years, with the help of rural communities around the country, we are now one of the largest rural internet providers in the country! Nomad Internet provides the best wireless internet you can possibly experience. With our use of C-band spectrum and the Nomad Omega, Air and Raptor modems, most Nomad Internet customers experience speeds between 100-200mbs. Plus, the Nomad Air Travel option allows customers to take this internet anywhere they travel! At Nomad Internet, we are the best in the world at one thing: Rural Internet. Our entire focus is bringing reliable, high-speed wifi to rural communities, and we want you to put us to the test. Job Overview The Customer Support Representative will astound customers with the effective resolution, proactive account management, and customer education. They determine and resolve root causes to customer concerns and inquiries, identify appropriate service enhancement opportunities, and explore customer needs to develop loyal and profitable customers. This role is a learning role, where Customer Service Representatives are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, value creation, and relationship building. As Nomad Internet’s Customer Service Representative, you will interface with our customers as a voice of Nomad Internet. You will take ownership by assisting customers with their service, billing and account management. You will also work to resolve simple connectivity issues and escalate them to our technical team for resolution as necessary. In this customer experience-centered role, your troubleshooting skills and ability to problem solve within a fast-paced environment will help improve our customer’s overall experience. ESSENTIAL DUTIES AND RESPONSIBILITIES Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns. Approaches each call with a “can do” mindset and treats each customer with respect, courtesy, and a genuine desire to help. Handling inbound calls including giving general direction and guidance to customers. Build customer loyalty and value through effective account management, identifying and providing product recommendations and collecting past due balances. Support phone customers by updating contact information, assisting with Self-Care. Guidance, transitioning account plans, helping cancel subscriptions or closing accounts. Work within the Customer Service Team to identify process failures and opportunities to improve the overall customer experience. Meet department productivity and quality standards. Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies. Assist end-users with general questions that range from rate plan differences to service availability and occasional technical concerns. Provide billing and account related support to end-users. Perform other project related tasks as requested by your supervisor. Other duties to be assigned QUALIFICATIONS To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Proven ability to work in a fast-paced environment with a positive attitude. You must take pride in your work. Ability to work independently to resolve customer concerns and/or issues. Be a relentless internal advocate for the customer. You internalize customer concerns, solve them, and keep it positive. Strong customer service and communication skills via phone, email, and chat. Great communication skills showing you to be outgoing, friendly, kind, and warm in demeanor; a “people person”. You will be a great communicator and engage with your team on a daily basis in the same way you would in an on-site office environment. Strong attention to detail and time management skills. Willingness to take ownership without being asked. Flexibility and the ability to handle constant change within a high-paced environment. Must be able to handle emotionally charged situations. Solid understanding of the internet and high-speed data services. General knowledge of personal computer networking. Ability to demonstrate interdepartmental collaboration in the workplace. Troubleshooting, problem-solving, and trend identification experience. Must be able to multitask and utilize multiple computer applications simultaneously. Proficient in typing (Minimum 50 WPM). A dedicated workspace with the ability to minimize background noise. Ability to work non-standard shift hours and overtime on an as needed basis. Must provide your own computer equipment which complies our system requirements. PREFERRED EDUCATION and/or EXPERIENCE 2+ years’ experience in customer service, technical support, and executive escalations. 2+ years’ experience in a rural internet support environment, with a WISP or as an end user. Experience in a Customer Care environment. Experience working with rural residents. Inbound Call Center experience. Prior experience setting up or managing a wireless network in a home or office. Environment. Technical troubleshooting experience either in a similar industry or as an end user. COMPUTER SKILLS Experience with Microsoft Office (i.e., Outlook, Word, Excel) applications. Google Business Suite. Experience with web-based applications.