We are excited to add this position to our growing team! LiveOak Fiber employees enjoy 100% company-paid medical, dental, vision benefits, as well as bonus potential. At LiveOak Fiber, you will be part of a team that values your ideas, contributions, and career growth. Our offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia. The following is an overview of the role and what we are looking for in a successful candidate.
Position Overview & Purpose
The Customer Support Representative serves as the first point of contact for LiveOak Fiber customers, providing exceptional service and support for our telecommunications products and services. This role ensures customer inquiries are resolved promptly and accurately, contributing directly to customer satisfaction, retention, and the company’s reputation for excellence.
Essential Duties & Responsibilities
- Responds to inbound calls, emails, and chats in a professional and timely manner.
- Assists customers with account management, billing questions, service changes, and product information.
- Troubleshoots and resolves basic technical issues with internet, phone, and/or TV services.
- Documents all customer interactions accurately in the CRM system.
- Escalates complex issues to appropriate departments while maintaining ownership until resolution.
- Follows up with customers to ensure satisfaction and issue resolution.
- Maintains up-to-date knowledge of company products, promotions, and policies.
- Meets or exceeds individual and team performance metrics, including quality, efficiency, and customer satisfaction goals.
- Contributes to a positive team environment by sharing feedback, ideas, and best practices.
Knowledge, Skills & Abilities
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Basic computer proficiency, including navigating multiple systems simultaneously.
- Customer-focused mindset with the ability to build rapport and trust.
Basic Qualifications & Competencies
- High school diploma or equivalent.
- Minimum of 1 year of customer service experience.
- Must be able to provide proof of eligibility to work in the U.S.
Preferred Qualifications & Competencies
- Previous call center experience, preferably in the telecommunications industry.
- Familiarity with CRM software and troubleshooting technical issues.
- Bilingual skills (English/Spanish or other languages) are a plus.
Physical Demands & Working Environment
- Walking- up to 40%
- Standing- up to 40%
- Reaching- up to 10%
- Lifting and/or bending- up to 10%
- Work environment- indoors
- Able to lift up 45 pounds.
- Travel: minimal (less than 10%)
