We’re hiring a Customer Service Representative (Mid-Career) to support residential telecom/utility customers through phone and web chat. You’ll answer billing questions, troubleshoot routine service issues, take the right account actions, and document everything in our customer system.

Responsibilities

• Respond to inbound residential customer inquiries via phone and web chat, providing product/service information and routine answers
• Process account requests such as canceling or updating service, and verify changes are applied correctly
• Troubleshoot service and billing complaints using established guidelines, and escalate issues that require additional investigation
• Determine applicable charges for requested services, handle payments or deposits as required, and arrange billing adjustments/collections per policy
• Document customer interactions, complaints, actions, and follow-up/investigation outcomes in the customer/ticketing system

Requirements

• High school diploma or equivalent (GED)
• 1–3 years of customer service or contact-center experience handling residential phone and chat inquiries, including routine billing/service resolution and escalation when needed
• Ability to handle inbound customer inquiries for residential accounts via phone and web chat
• Skill in troubleshooting routine service and billing issues using established guidelines
• Accuracy in processing account requests (e.g., cancel or update service)
• Ability to determine charges for requested services and support billing adjustments/collections per policy
• Experience documenting customer interactions, complaints, and actions in a customer/ticketing system

Nice to Have

• Experience with multi-channel contact center workflows (phone + chat)
• Familiarity with CRM/customer account management systems
• Track record of resolving service or billing complaints through structured troubleshooting and escalation
• Comfort using Microsoft Office tools for notes, reporting, and follow-ups
• Experience working with VoIP or virtual contact center environments

Originally posted on