Universal Customer Support Representative

Universal Customer Support Representative (Inbound)CompensationStarting at $20.00/hour (USD) + Monthly Incentive Earning PotentialBased on experience Position OverviewThe 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 ResponsibilitiesInbound Customer Support & Issue ResolutionHandle 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 SupportReview 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 ImprovementCommunicate 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 MeasuredSuccess 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-up Average 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 QualificationsStrong customer service, communication, and listening skills Ability to build rapport and remain calm in a high-volume inbound call environment 1-2 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 LocationThis is primarily 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 ConditionsProlonged periods of sitting, speaking, and computer use Occasional standing, walking, reaching, and lifting up to 15 pounds Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/