We are looking for a highly motivated Customer Experience Representative to join our team in the fast-paced telecommunications industry. This hybrid role combines Tier 1 technical support, customer service, and sales, playing a critical part in delivering an exceptional experience to our wireless and fiber-optic customers. You will assist with resolving basic technical issues, answer service and billing questions, and identify sales opportunities to help customers get the most value from our services.
Key Responsibilities:
Customer Experience:
1. Serve as the first point of contact for customers via phone, email, chat, and in-person.
2. Provide friendly, empathetic, and knowledgeable service to ensure a positive customer experience.
3. Maintain a customer-first mindset while resolving inquiries related to accounts, services, and technical issues.
Sales & Account Growth:
1. Proactively identify customer needs and recommend suitable products, upgrades, and service enhancements.
2. Upsell and cross-sell value-added services such as higher-speed plans, home Wi-Fi optimization, or mobile device insurance.
3. Meet or exceed monthly sales and retention targets while maintaining a service-oriented approach.
Technical Support (Tier 1):
1. Provide basic troubleshooting for wireless and fiber internet connectivity, modem/router setups, device compatibility, and app-related issues.
2. Walk customers through common technical fixes using internal knowledge base tools.
3. Escalate unresolved or complex issues to Tier 2 support in a timely and accurate manner.
Operational Excellence:
1. Accurately update customer records in CRM systems after each interaction.
2. Process account changes, new activations, cancellations, billing inquiries, and service modifications.
3. Follow up with customers when necessary to ensure complete resolution and satisfaction.
Qualifications:
1. High school diploma or equivalent (required)
2. Minimum 1 year of experience in customer service, sales, or technical support; telecom experience is a plus.
3. Strong communication and interpersonal skills.
4. Ability to explain technical information to non-technical users clearly and patiently.
5. Familiarity with wireless networks and fiber-optic internet preferred but not required.
6. Proficient with CRM systems, ticketing tools, and Microsoft Office but not required.
Preferred Traits:
1. Sales-oriented with a genuine interest in helping customers.
2. Technically curious and eager to learn about new telecom tools and technologies.
3. Self-starter with the ability to multitask in a dynamic environment.
Benefits:
1. Competitive hourly rate or base salary
2. Health, dental, and vision insurance
3. Paid training, PTO, and holidays
4. Career advancement opportunities
5. Employee discounts on wireless and internet services
6. Supportive team environment with ongoing learning and development
How to Apply:
If you are interested in applying for a position at Micrologic, please send a resume and cover letter to the Office Manager at careers@3wlogic.com or at PO Box 328, Buckhannon, WV 26201.