Careers

POSITION SUMMARY

The Customer Care Representative is critical to our company because this person is our first line of contact with our customers, and ensures that we provide the highest degree of service and professionalism. Nearly 1/3 of our current employees started in this position and have been promoted to other positions within the company- including finance, HR, sales, business operations, network operations, and administration.

You’ll work with customers to solve issues and address concerns regarding service, products, billing, and claims via phone and computer. You’ll troubleshoot phone service questions, oversee payments, and manage repair tickets. You will also work directly with our network providers to arrange phone and internet services, as well as resolve issues.

RESPONSIBILITIES

• Provide quality customer service to our wide variety of clientele
• Identify and document individual customers concerns and take corrective action to satisfy the issue within the initial call to uphold our goal of first call resolution
• Effectively navigate database software to provide accurate account management
• Troubleshoot phone service issues and work with network providers (phone and Internet) to provide necessary customer assistance.
• Complete daily workload including but not limited to researching outstanding customer issues, completing repair tickets and cancelled orders, and updating account details.
• Respond to repair tickets during the rotating weekend, on-call shift.

REQUIRED SKILLS & EXPERIENCE

• High School diploma required. Associate’s or Bachelor’s degree preferred. A combination of education and experience will be considered.
• 1+ years of Customer Service/Customer Care experience
• Strong customer orientation with a demonstrated understanding of superior customer service techniques
• Excellent oral and written communication skills
• Excellent time management, organizational and communication skills
• Proficiency with the MS Office package and a CRM

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

The Account Executive is responsible for acquiring new business customers. This is a true hunter role in which you will generate your own leads and close new business.
Our sales team focuses on selling voice, data, and internet products to business clients in the Midwest and nationwide. As an Account Executive you develop leads, contact prospective clients, make appointments, and determine the needs of the customer. An Account Executive reviews the business clients current services, considers alternatives, prepares professional proposals, makes winning presentations, and closes sales.

RESPONSIBILITIES

• Cold calling, prospecting, scheduling appointments and developing relationships at customer locations
• Contact prospective customers through a combination of telephone and in-person contacts, networking and referrals to obtain appointments
• Make sales calls to determine customer needs, gain information, & discuss viable voice and data solutions
• Design a tailored, cost-effective telecommunications solution for the business client
• Prepare and present the solution in a professional manner using the available resources
• Continuously self-educate to maintain a broad knowledge of telecommunications solutions, products and services
• Maintain relationships with contacts and lead sources

REQUIRED SKILLS & EXPERIENCE

• Bachelor’s degree
• 3+ years of experience in direct sales
• Be a self-starter and motivated
• Be high energy and competitive
• Excellent verbal and written communications skills including the ability to persuade others as evidenced in personal interviews and telephone discussions
• Ability to work independently as evidenced by identifying problems, gathering data, weighing the facts, consulting others as necessary, making decisions and effectively implementing the decision

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.

POSITION SUMMARY

The Network Operations Technician is responsible for analyzing, testing, isolating and repairing high-level network and customer issues as well as provisioning new services. This may include any or all issues related to facilities, routing and translations, voice and/or data, TDM and/or VoIP products and services and the associated CPE equipment. The technician should thoroughly understand telephony and internet protocol concepts. Occasional field work may be necessary.

RESPONSIBILITIES

• Monitor core network elements, network performance, and facilities for service issues
• Configure, set-up and test CPE, including but not limited to Cisco and Adtran routers, EoC/EoT Ethernet switches, Cisco-managed switches, and SIP endpoints
• Perform thorough troubleshooting and triage of network-related issues using step-by-step processes
• Perform remote troubleshooting while maintaining a positive and professional manner at all times in high-stress situations
• Take repair calls and provide status updates to customers on a regular basis
• Maintain workload through a queue detailing each ticket with notes of steps taken, test results, and fix action
• Complete scheduled preventative maintenance checks on core network elements and environmental systems
• Make recommendations for process and procedure improvements
• Create and maintain methods of procedure
• After hours availability required for the on-call rotation along with availability to work occasional Saturdays.

REQUIRED SKILLS & EXPERIENCE

• 1-2 years of voice and data troubleshooting experience preferred
• High school diploma
• Cisco routers and switches experience preferred
• Wiring knowledge of copper facilities including T1 and POTS, RJ-11/45 jacks, punch-down blocks, and other wiring component
• Basic understanding of telephony and IP concepts
• Intermediate understanding of TCP/IP and the OSI model
• Intermediate computer knowledge including Microsoft Office
• Solid verbal and written communication skills
• Ability to make decisions in a rapidly changing environment
• Excellent interpersonal and communication skills
• Must possess a valid driver’s license and satisfactory driving record

To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.