Customer Response Representative

About the role

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Connect communities. Create opportunities. Grow your career.

At Rightfiber, we're bringing the power of fiber technology to the communities we serve while creating meaningful opportunities for our employees to learn, grow, and make an impact. Join a team that's committed to innovation, exceptional service, and building stronger connections for customers, communities, and each other.

About the Role

This position will process customer service and/or trouble requests, answer billing questions, process payments, and document customer interactions, using knowledge of NISC software system. Promotes and sells products and services on customer contacts. Maintains strong knowledge of all products and services offered by GPC. Communicates confidently with customers. Performs non-pay disconnect process and understands and supports specialized customer service functions, including EDE, NTAP, CLEC, LNP, After Hours, and ETI. Supports Customer Response Center expectations, policies, and guidelines.

What You'll Do

• Communicates with customers on the telephone, electronically, or face-to-face, using excellent customer relations skills.
• Obtains complete service order information from customer inputting directly into computer software system.
• Audits twice daily for pending service orders to expedite their completion.
• Verifies data is correct before closing service order, using strong proofing skills.
• Investigates possible indebtedness as needed.
• Inputs all customer inquiries, complaints, and comments into contact tracking.
• Utilizes C&C codes with a minimum of 99% accuracy.
• Explains monthly billing statement, including governmental fees and taxes.
• Retrieves information from the billing system in a timely manner.
• Retrieves archived customer data from Inter-Active XL in a timely manner.
• Thoroughly explains pro-rated charges or credits.
• Processes all customer payment types following all requirements.
• Issues credit through A/R adjustment screen.
• Manually calculates fractional charges or credits as needed.
• Establishes payment arrangement as agreed upon by customer.
• Communicates and supports assessed late fee.
• Process unbillable toll within 24 hours of receipt
• Assists customers with E-Bill sign up steps.
• Communicates in a positive and proactive manner.
• Other duties as assigned by supervisor.

Preferred Qualifications

• Business communication skills - both verbal and written
• Customer relations skills
• Strong sales skills (Inbound & Outbound)
• Strong computer skills - Microsoft Word, Microsoft Excel, Microsoft Outlook
• Ability to create business letters
• 10-key calculator skills
• Attention to detail
• Ability to handle multiple job functions daily
• Ability to up-sell/cross-sell daily
• 3 years customer service experience
• 2-3 years customer sales experience

Why Rightfiber?

We believe our people are the foundation of our success. That's why we're committed to providing an environment where employees can build rewarding careers while making a meaningful impact.

What You'll Find Here

• Competitive pay and comprehensive benefits
• Professional development and career growth opportunities
• A collaborative, supportive team environment
• Meaningful work that impacts customers and communities
• A culture built on accountability, innovation, service, and respect
• Opportunities to work with talented colleagues across a growing organization

Ready to Build What's Next?

• Apply today and become part of a team that's connecting communities, creating opportunities, and shaping the future.
• Stronger Together. Right for What's Next.