Residential Customer Care - Tier I

Socket Telecom LLC•Columbia, MO

2d•Onsite

About The Position

At Socket, we connect our community to great service. We’re hiring a Residential Customer Care -Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience. A Day in the Life In this role, you’ll work in a call center environment, logging into the call queue and assisting residential customers throughout the day. You’ll answer questions, resolve billing and account issues, and help customers feel confident about their services. Between calls, you’ll complete accurate and detailed documentation to ensure every interaction is well recorded. Each day is fast-paced, customer-focused, and centered on delivering a great experience from start to finish. What You’ll Do Key responsibilities include: · Answer incoming calls in a call center environment and assist residential customers in a timely, professional manner · Provide support for new and existing customer accounts, including billing inquiries, account changes, and service questions · Process payments · Complete thorough and accurate documentation for all customer interactions · Participate in outbound calling projects as needed · Follow established procedures while maintaining a high level of customer service and professionalism · Identify and escalate issues when appropriate to ensure prompt resolution · Consistently meet quality, productivity, and customer satisfaction standards · Assisting other departments with customer information · Basic troubleshooting · Regular reliable attendance

Requirements

Proficient computer skills – Including using multiple screens and programs at once
Excellent written and verbal communication skills
Multi-tasking
Ability to prioritize tasks
Friendly demeanor
Telephone handling skills
Retention
Upselling

Nice To Haves

Basic math skills
Reasoning ability
Previous customer service experience
Ability to accurately follow directions
Punctuality

Responsibilities

Answer incoming calls in a call center environment and assist residential customers in a timely, professional manner
Provide support for new and existing customer accounts, including billing inquiries, account changes, and service questions
Process payments
Complete thorough and accurate documentation for all customer interactions
Participate in outbound calling projects as needed
Follow established procedures while maintaining a high level of customer service and professionalism
Identify and escalate issues when appropriate to ensure prompt resolution
Consistently meet quality, productivity, and customer satisfaction standards
Assisting other departments with customer information
Basic troubleshooting
Regular reliable attendance