Universal Customer Support Representative

Posted today

rise internetIrving (TX)

Customer Service Representatives Telemarketing Bureaus and Other Contact Centers

SENIORITY

Junior

SALARY

$20.00 per hour

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About the role

Universal Customer Support Representative (Inbound) Compensation Starting at $20.00/hour (USD) + Monthly Incentive Earning Potential Based on experience

Position Overview: The Universal Customer Support Representative is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers. This role is ideal for individuals who excel in fast-paced call environments, demonstrate strong empathy and communication skills, and take full ownership of customer issues with a focus on resolving concerns during the first interaction whenever possible. Universal Representatives are empowered to serve as the voice of the customer, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.

Key Responsibilities:

Inbound Customer Support & Issue Resolution
Handle a high volume of inbound customer calls while maintaining professionalism, empathy, and accuracy
Resolve a wide range of inquiries including billing questions, account updates, rate plans, and technical troubleshooting
Take full ownership of customer issues from start to finish, actively listening and confirming resolution before ending the call
Balance efficiency with quality by resolving issues correctly the first time
Billing, Account & Self-Service Support
Review customer billing ledgers, explain charges clearly, and resolve billing concerns
Assist customers in selecting appropriate rate plans, equipment, and additional services
Guide customers through the customer portal and self-service tools, ensuring understanding of next steps
Accurately document all interactions and update customer records
Technical Support (Foundational)
Provide technical support for Internet, VoIP, email, web hosting, and Ethernet services
Troubleshoot service issues using established tools and procedures
Use sound judgment to schedule onsite service visits or equipment replacements when needed
Collaboration & Continuous Improvement
Communicate recurring customer issues and process gaps to internal departments
Adhere to all policies, procedures, and quality standards
Maintain punctuality, reliability, and a professional demeanor in a team environment
How Success Is Measured
Success in this role is measured using clear, well-defined performance metrics, including:
First Contact Resolution (FCR): Resolving the customer's issue during the initial interaction without the need for follow-upAverage Handle Time (AHT): Managing call length efficiently while still providing a high-quality customer experience
Customer Satisfaction (CSAT): Customer feedback reflecting satisfaction with service and issue resolution
Schedule Adherence: Being available and ready to handle calls as scheduled
Quality & Accuracy: Proper documentation, correct resolutions, and adherence to procedures

Required Qualifications:

Strong customer service, communication, and listening skills
Ability to build rapport and remain calm in a high-volume inbound call environment1–2 years of related experience preferred (call center, customer service, billing, or technical support)
Strong computer skills with the ability to navigate multiple systems simultaneously
Basic understanding of billing concepts (credits, debits, percentages, discounts)
Typing speed of 30 WPM or higher preferred
Technical Knowledge (Preferred / Trainable)
Basic understanding of: IP addressing and networking fundamentals, Wi-Fi and network hardware concepts, email setup and configuration
Willingness to learn new systems and technical concepts quickly
Schedule & Work Location
This is an in-office position in a shared workspace environment
Limited work-from-home opportunities may be required on an occasional basis for business continuity or operational needs
Availability for evenings and/or weekends may be required

Working Conditions: Prolonged periods of sitting, speaking, and computer use Occasional standing, walking, reaching, and lifting up to 15 pounds

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