Customer Service Representative

Job Description

Job Description

Salary: BOE

Customer Service Representative | Ripple Fiber

We are seeking Customer Service Representatives (CSRs) to join our growing team in Charlotte, NC.

About Ripple Fiber

At Ripple Fiber, we deliver more than high-speed internet. Were creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join Americas most innovative, industry-leading fiber internet company, and help shape the future.

We believe the biggest wave starts as a ripple.

About our culture

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development.

About the Role

As a Customer Service Representative, you will be the first point of contact for our customers, embodying the voice and values of our company. Your role is crucial in ensuring customer satisfaction by providing timely, empathetic help that keeps the customer's needs at the forefront of every interaction. You will handle customer inquiries, complaints, and support issues, ensuring a seamless and positive experience. This role requires a passion for service excellence, strong communication skills, and the ability to solve problems effectively.

Responsibilities:

• Answer incoming customer calls, emails, and messages, providing information about products, services, and policies. Supporting billing, scheduling, and retention efforts.
• Resolve customer issues and complaints with patience and understanding, offering timely solutions and escalating cases as necessary.
• Maintain a deep understanding of company products and services to offer accurate assistance and recommendations to customers.
• Keep records of customer interactions, transactions, comments, and complaints, ensuring all customer data is accurate and secure.
• Follow communication procedures, guidelines, and policies to maintain consistency and quality in service.
• Work closely with the team to share insights from customer feedback and contribute to the improvement of products and services.
• Continuously seek opportunities to increase customer satisfaction and deepen customer relationships.
• Participate in training and development sessions to improve knowledge and performance level.

Qualifications:

Experience

• High school diploma or equivalent; college degree preferred.
• Prior customer service experience.
• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent communication skills.
• Capability to handle stressful situations and remain calm under pressure.
• Empathy and a customer-oriented attitude, with a commitment to meeting and exceeding customer expectations.

Additional Skills

• Fluency in more than one language is an advantage.
• Strong problem-solving skills and the ability to think analytically.
• Comfortable working in a fast-paced environment.

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If youre passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.