Customer Service Representative

IT'S NOT GOING OUT OF OUR WAY; IT IS OUR WAY 

At United Communications, we've been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region's fastest, most reliable internet providers—recognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber, fixed wireless, and DSL solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we're expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

WHY UNITED?

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k + Match, HSA, and more

SUMMARY

United Communications Customer Service Representatives (CSR) are responsible for creating an outstanding experience for new and existing customers.  Armed with product and service knowledge combined with friendly local appeal, the CSR team provides customer support and technical assistance to customers in a fast-paced and energetic environment.

REPORTING STRUCTURE

Senior Customer Support Supervisor

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a direct-hire, full-time, on-site position located at our Chapel Hill, TN, location.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Respond to customer inquiries with the specific goal of helping customers get what they need related to any of United's products/services.
• Provide daily customer support functions, including taking payments, orders for new service, and general inquiries by phone, in person, or via email.
• Create new customer accounts and maintain detailed records using company-provided software tools.
• Provide basic technical support and troubleshooting for phone, Internet, and TV products.
• Escalate and coordinate more complicated technical issues as appropriate while ensuring customers are aware of the progress being made toward issue resolution.
• Provide customer education in the use of the system and applications.
• Achieve call center performance objectives personally and as a team.

WHAT YOU BRING

Required Qualifications

• High School degree or equivalent.
• Experience in a customer-focused role.
• 2 or more years in a call center environment or in the telecommunications industry is a plus.
• A certificate from a college or technical school is a plus.

Core Competencies  

• Strong interpersonal, verbal, and listening skills.
• Desire for customer service, driving sales, and achieving results.
• Must possess excellent communication skills (oral and written), including the ability to effectively articulate complex products or billing arrangements with customers and colleagues.
• Must have the ability to solve customer problems with patience and a positive approach.
• Ability to promptly answer support-related emails, phone calls, and use other electronic communications.
• Flexibility and ability to work independently.
• Self-motivated, detail-oriented, and organized.
• Ability to operate office equipment, including personal computers, phone systems, and software applications.
• Demonstrate proficiency in Internet-related applications such as email clients, FTP clients, and web browsers.
• Knowledge of basic mathematics and the ability to calculate amounts such as discounts, interest, percentages, and taxes.
• Ability and interest to work in a dynamic and rapidly changing technology environment.
• High level of integrity and professional values.