Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE Department: Customer Experience Reports To: Manager, Customer Service POSITION SUMMARY As a Customer Service Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work as it arises. The Customer Service team handles all incoming tasks such as onboarding new customers, existing customer account inquiries, payment postings, add-on requests, resource coordination and interdepartmental communication. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards, and the goals of the company are achieved. RESPONSIBILITIES Serve as the primary point of contact for customer inquiries regarding billing, payment updates, service modifications (upgrades/downgrades), portal navigation, account setups, and cancellations. Resolve past-due accounts and collect payments from individual or commercial clients to maintain account standing. Handle incoming calls promptly and address inquiries. Create, track, and manage support tickets for all inbound customer communications using internal service platforms and tracking software. Partner closely with Technical Support, Service Delivery, and Billing teams to ensure seamless issue resolution. Utilize internal tools to pre-qualify prospective customers, follow up on service inquiries, and set up new subscriber accounts. Maintain a deep understanding of product offerings, service plans, and system updates to address client inquiries and appropriately escalate advanced technical issues. Provide general administrative support and complete ad-hoc operational projects as assigned. Basic clerical, office, and administrative support as required. Monitoring several spreadsheets and tracking internal Customer Service tickets. Basic clerical, office, and administrative support as required. REQUIRED QUALIFICATIONS High School diploma or GED. Strong critical thinking skills with a proven ability to analyze complex situations and execute sound solutions. Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care. Ability to organize and prioritize work and adapt to changes quickly. Self-guided approach to learning and gaining knowledge in addition to company provided training. Self-motivated with the ability to work in a fast paced, team-based environment. Ability to effectively solve problems or escalate issues as needed. Must be fluent in English and Spanish (written and verbal). Must be able to work 10:00 am – 7:00 pm Mountain Time, Monday through Friday with occasional weekend availability. PREFERRED QUALIFICATIONS Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred but not necessary. JOB DETAILS AND PHYSICAL REQUIREMENTS This has no travel requirements. This is a staff position. This is a Nonexempt position. This is a Full-Time position. This is a Remote position. Ability to sit and work at a desk for extended periods of time, using a computer and other office equipment. Ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time. COMPENSATION, BENEFITS AND ADDITIONAL INFORMATION The anticipated hourly range for this position is $20.00 – $22.00 per hour. Final compensation will be determined based on factors such as the candidate's experience, skills, and internal equity. For Colorado-based applicants, the pay range and benefits listed above apply in accordance with the Colorado Equal Pay for Equal Work Act. 4 Medical plans with employer contributions for employees and dependents Dental and Vision insurance Life Insurance and AD&D Voluntary Life Insurance Disability Insurance 401(k) retirement plan + employer match 15 PTO days, 9 paid holidays + 2 floating holidays ABOUT VERO Vero Fiber was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well. NOTICES Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov This position requires the ability to pass a standard background check upon offer of position. At least 2 professional references are required. Vero Fiber