Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions---we identify and validate them from customer-focused organizations directly.
Job Overview
Metrocast Cable Systems, a leading telecommunications provider offering digital television, high-speed internet, and digital phone services in the northeastern United States, is seeking dedicated and customer-focused individuals to join our team. This is an excellent opportunity to work from home while providing outstanding support to our valued customers. We have both Full-Time and Part-Time positions available, offering flexibility to suit your lifestyle. The successful candidate will be the first point of contact for customer enquiries, playing a vital role in ensuring a positive customer experience and maintaining our reputation for quality service. The salary for this position is $28 - $35 USD per hour, dependent on experience.
Responsibilities
- Respond to customer enquiries via phone, email, and live chat in a professional and timely manner.
- Provide clear and accurate information regarding our products, services, and billing.
- Troubleshoot and resolve technical issues related to television, internet, and phone services.
- Process new service orders, account changes, and cancellations with high accuracy.
- Maintain detailed and up-to-date customer records within our CRM system.
- Escalate complex issues to senior team members or other departments when necessary.
- Strive to achieve and exceed individual and team performance targets.
- Gather customer feedback to contribute to the continual improvement of our services.
Qualifications
- Proven experience in a customer service or technical support role, preferably within the telecommunications industry.
- Excellent communication skills, both verbal and written, with a clear and professional telephone manner.
- Strong problem-solving abilities and a talent for troubleshooting technical problems.
- The ability to work independently in a remote environment with a high level of self-discipline and motivation.
- Proficiency in using CRM software and other standard office applications.
- A patient, empathetic, and customer-centric attitude.
- A reliable high-speed internet connection and a quiet, dedicated workspace suitable for handling customer calls.
Benefits
- A competitive hourly wage.
- The flexibility of a fully remote position.
- Opportunities for professional development and career progression within the company.
- A supportive and collaborative virtual team environment.
- Both full-time and part-time schedules are available.
Locations
Quincy
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