Customer Success Representative

Position:
Full-time, Part-time, Non-exempt

Locations:
Bluefield, WV

Description

Giga Beam Networks is looking for a customer success representative with a sales focus to interact with and provide quality support to prospective and existing customers.

General Job Summary

Be the face of Giga Beam Networks by working and interacting directly with our customers to get quality Internet service installed and/or serviced. Giga Beam Networks is one of the fastest growing ISP’s in the area. We focus on the customer experience and deliver blazing fast internet at affordable rates. Our team is our most valuable resource. We take great care of our team, and our team takes care of our customers.

Our Customer Success Representatives are responsible for providing excellent support to end users. The primary role of this position is to drive sales for prospective customers while also handling incoming calls, emails and tickets. Additional roles include providing support for existing customers by detailing ticket information, managing follow-up calls, troubleshooting service issues, and communicating with all team members in an efficient manner to ensure all customer needs are resolved.

Core Responsibilities

• Contact prospective customers through various means of communication to drive sales.
• Collaborate with team members to identify sales opportunities in new service areas to reach prospective customers.
• Collect all necessary information for new customer accounts and set accounts up accurately in CRM software.
• Schedule customer installations, disconnects, and service calls.
• Collaborate with marketing, operations, and technical departments to escalate issues, share customer insights, and identify opportunities to ensure continuous improvement.
• Provide timely, accurate, and meaningful support to prospective and current customers for product or service-related questions, scheduling, billing, and technical issues.
• Accurately document customer interactions, outcomes, and follow-up actions in internal systems to ensure visibility and continuity.
• Determine charges for service requests, collect deposits and process customer payments, and arrange for billing.
• Ticket Management (Open, Provide Detailed and Complete Ticket Information, Track, Update, Route, Close)
• Perform basic troubleshooting methodology with the end user based on training and learned knowledge.
• Build rapport with customers through meaningful conversations, active listening, and follow-ups to strengthen trust and loyalty.
• Effective communication with prospective and current customers and coworkers.
• Other responsibilities as assigned.

Skill Requirements

• Ability to read, write, speak and understand English
• Ability to communicate verbally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to work independently and as a team member
• Ability to use basic problem-solving skills to provide customer support for all situations.
• Updating and using relevant knowledge on customer accounts.
• Ability to use computers and telephones
• Knowledge of Windows OS and Microsoft Office applications.
• Documentation Skills, Telephone Skills, Reporting Skills and Active Listening Skills.
• Strong organizational, multi-tasking, detail-oriented, and time management skills.
• Ability to maintain a high level of professionalism.
• Basic ISP and networking knowledge – Devices and Principles is a plus

Education

• High School Diploma or GED, job specific training will be provided.

Physical Requirements & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations that do not cause undue hardship for the company may be made to enable individuals with disabilities to perform this job, if that would not hinder or prevent performance of duties or be a safety concern.

Key to show % of time requirements necessary to perform essential functions of this job:
0%= Zero (O) 1-35%= Little (L) 36-70%= Moderate (M) 71-100%= Great (G)

Physical Requirements:

Light:
Lifting 15+ lbs.
O
- Bending/Stooping
O
- Reaching above/below waist
O
- Pushing/pulling movements
O
- Climbing stairs/ladders
M
- Standing
M
- Sitting
L
- Walking
O
- Kneeling
O
- Lifting
O
- Taste/smell
G
- Keyboard
L
- Color/Depth Perception
M
- Fine hand & finger movements
O
- Operate motor vehicle
O
- Operate various Equipment

SUCCEEDING AT Giga Beam Networks

At Giga Beam Networks, we truly believe in building leaders within all levels of the company. It is our goal for all of our employees to be successful. We have implemented training programs, refreshers, one-on-one meetings, periodic evaluations and Key Performance Indicators (KPIs) which all combine to help us help you become a better leader.

DISCLAIMER:
We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national…