Customer Support Specialist

Reports to: Office Manager

Are you a people person with a desire to help others enjoy the best experiences with internet services? Are you looking for a fun team environment and a fast-paced place to work?

The Opportunity

We’re looking for that special someone who can provide excellent customer support to our potential and current customers. The primary duties of this position are to manage incoming calls and customer service inquiries, collect payments, troubleshoot service issues, upsell services, create service orders, schedule installations, and dispatch a technician as needed.  

About Us
We’re a cooperative communications company in the west central region of Minnesota. We offer broadband services including internet, TV, and telephone over a 100% fiber optic network. We offer quality service with a team that is committed to problem-solving and working together – and we have excellent year-over-year retention with our customers.

Knowledge, Skills, and Abilities:

• Decent communication skills—you won’t need to deliver TED talks, but you’ll need to speak and write effectively.
• Self-motivated and independent working is a must, but teamwork is expected as well.
• Knowledge of Microsoft Office products including Word, Excel, Teams, and Outlook.
• Ability to display a high level of professionalism always.
• Ability to multi-task, prioritize, and manage time effectively.
• Attention to detail and the ability to maintain memory.

Essential Functions

• Upsells WCTA phone, internet, and TV services to potential and current WCTA customers.
• Provides technical support and troubleshooting of phone, internet, email, and TV services.
• Handles front-line troubles or complaints.
• Ability to help customers use their services over the phone or in person.  
• Handles billing questions and/or collections in a professional, courteous, and direct manner.
• Understands and follows CPNI and Red Flag procedures and protocols.
• Coordinates with technicians to schedule installs, upgrades, or troubles at the customer’s location.
• Provisions and efficiently troubleshoots fiber management systems.
• Creates and completes installations, changes, and/or disconnect orders within NISC software. Verifies and corrects any errors as needed.

Education and Experience:

• High school diploma or equivalent.
• Advanced knowledge and understanding of computer hardware and software applications.

Broadband or telecommunications industry experience preferred, but not required.