One Fiber Customer Service in Fayetteville, NC at SYKES JOBS

Date Posted: 11/11/2019

Job Snapshot

Job Description

Responsibilities Customer Service Representative
• Serve as primary customer interface in support of lifecycle customer experience requirements, including general and product inquiries, issue resolution, order issuance, billing concerns, and repair troubleshooting

• Handle incoming calls, chats, emails, social media, and other electronic communications relative to service delivery, billing and care, and assurance

• Interact with cross functional internal support groups to oversee resolution of customer support requests through work/ticket referrals, internal communications, and follow ups

• Provide client education on products, processes, and tools, as well as consult on service options and configurations

• Manage customer communications relative to status of pending issues, from initial expectation setting to ongoing status updates through resolution, including obtaining information from supplier organizations as needed

• Identify problems and barriers to resolution, following defined processes to address issues, including driving escalations, as needed

• Monitor progression of work items and tasks, managing and resolving rejections and jeopardies as required

• Verify systematic work flows and work item completions, following procedures to address fallouts

• Provide internal feedback and recommendations on process and system improvement opportunities

• Actively participate in training and team meetings, as required


• Minimum 1 year of customer service experience preferably in a technology/telecom

• Professional interpersonal communication skills, written and verbal

• Ability to listen, empathize, comprehend and build relationships during short-term


• Action-oriented, outgoing, resourceful, flexible, organized, and motivated to learn

• Analytical, with strong problem solving skills and a tolerance to ambiguity

• Strong computer skills and intuition

• Prior experience in telecommunications desired (Wired / Wireless)

• Analyze customer needs and present appropriate solutions

• Solid computer (hardware and software) skills

• Strong knowledge of internet navigation and social media platforms


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