Introduction to Metronet and Our Mission
At Metronet, we are the nation’s largest independently owned 100% Fiber Optic company, founded in the Midwest with a strong commitment to providing cutting-edge fiber optic communication services. Since 2005, we have been dedicated to growing communities and have built networks in more than 250 cities across 16 states. Our mission is to deliver exceptional service, foster innovation, and build strong relationships with our customers and employees alike. We believe in empowering our team members to grow their talents, offering career paths, advancement opportunities, and skill development to ensure they thrive in their roles.
About the Role: Business Customer Support Representative
We are seeking an experienced and skilled Business Customer Support Representative to join our remote team. As the voice of Metronet for our business customers, you will play a critical role in delivering exceptional customer service, resolving inquiries, and providing solutions to our valued clients. This is an in-bound call center position where you will be answering questions related to billing issues, general questions regarding our business services, and utilizing various systems and tools to assist and service customers.
Key Responsibilities:
- Answer business customer requests or inquiries concerning services and products, and report problem areas to ensure prompt resolution.
- Utilize various systems and tools to assist and service customers, maintaining up-to-date working knowledge of all company products, services, and promotions.
- Makes system recommendations based on customers' equipment specifications in accordance with customer’s needs, ensuring tailored solutions that meet their requirements.
- Determine customer billing issues and provide solutions based on customer inquiries, demonstrating a customer-centric approach and a strong ability to deescalate or persuade customers using exemplary Customer Service, Initiative, and Problem-Solving competencies.
- Maintain accurate records, follow procedures, and adhere to quality standards, ensuring consistency and excellence in customer interactions.
- Collaborate with internal teams to resolve customer complaints, provide feedback, and identify areas for improvement, contributing to the continuous enhancement of our services and customer experience.
Essential Qualifications and Requirements
To succeed in this role, you will need:
- A High School Diploma or GED required; an Associate degree preferred, demonstrating a strong foundation in education and a commitment to ongoing learning.
- At least 1+ year of related experience in a high-volume call center environment, with a proven track record of delivering exceptional customer service and resolving complex customer inquiries.
- Strong verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner, and to actively listen to customers to understand their needs and concerns.
- Solid problem-solving skills, with a customer-centric approach and a strong ability to deescalate or persuade customers using exemplary Customer Service, Initiative, and Problem-Solving competencies.
- Detail-oriented with a strong ability to follow procedures, maintain accurate records, and adhere to quality standards, ensuring consistency and excellence in customer interactions.
Preferred Qualifications:
- Previous experience in the telecommunications or fiber optic industry, with a strong understanding of fiber optic communication services and technologies.
- Technical skills, including proficiency in CRM software, call center technology, and Microsoft Office applications, with the ability to quickly learn and adapt to new systems and tools.
- Bilingual or multilingual skills, with the ability to communicate effectively with customers from diverse backgrounds and cultures.
Skills and Competencies Required for Success
To excel in this role, you will need to demonstrate:
- Excellent communication skills, with the ability to articulate complex information in a clear and concise manner, and to actively listen to customers to understand their needs and concerns.
- Strong problem-solving skills, with a customer-centric approach and a strong ability to deescalate or persuade customers using exemplary Customer Service, Initiative, and Problem-Solving competencies.
- Adaptability and flexibility, with the ability to work in a fast-paced, high-volume call center environment, and to adapt to changing priorities and deadlines.
- Technical skills, including proficiency in CRM software, call center technology, and Microsoft Office applications, with the ability to quickly learn and adapt to new systems and tools.
- Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a timely and efficient manner.
Career Growth Opportunities and Learning Benefits
At Metronet, we are committed to the growth and development of our employees. As a Business Customer Support Representative, you will have access to:
- Comprehensive training programs, designed to enhance your skills and knowledge, and to ensure your success in your role.
- Career advancement opportunities, with the potential to move into leadership roles or specialized positions, and to contribute to the growth and development of our company.
- Professional development resources, including mentorship programs, coaching, and feedback, to support your ongoing learning and growth.
- Recognition and reward programs, designed to recognize and reward your achievements, and to motivate and inspire you to continue delivering exceptional results.
Work Environment and Company Culture
At Metronet, we pride ourselves on our positive and inclusive work environment, with a strong focus on:
- Teamwork and collaboration, with a culture of open communication, mutual respect, and trust, and a commitment to working together to achieve our goals.
- Diversity and inclusion, with a diverse and inclusive workplace, and a commitment to equal opportunities for all employees, regardless of their background, culture, or identity.
- Employee well-being, with a range of programs and initiatives designed to support your physical, emotional, and mental well-being, and to promote a healthy work-life balance.
- Community involvement, with opportunities to participate in community events, volunteer programs, and charitable initiatives, and to make a positive impact on the communities we serve.
Compensation, Perks, and Benefits
We offer a competitive total rewards package, including:
- Competitive salary, with opportunities for growth and advancement, and a commitment to recognizing and rewarding your achievements.
- Comprehensive benefits package, including health, vision, dental, and life insurance, with a range of options to suit your needs and preferences.
- Aggressive 401k match, with up to 6% matching, and a commitment to supporting your long-term financial security and well-being.
- Paid time off and holidays, with a generous allocation of paid time off, and a range of holidays and observances to support your work-life balance.
- Professional development opportunities, with a range of training programs, mentorship opportunities, and career advancement possibilities, and a commitment to supporting your ongoing learning and growth.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and driving customer satisfaction, we encourage you to apply for this exciting opportunity. As a Business Customer Support Representative at Metronet, you will be part of a dynamic and growing team, with a commitment to excellence, innovation, and customer satisfaction. Join us and discover a career that is rewarding, challenging, and fulfilling, and that offers opportunities for growth, development, and advancement.
Apply now and take the first step towards a rewarding and challenging career with Metronet. We look forward to hearing from you and exploring how you can contribute to our team's success.
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