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

This position is responsible for provisioning orders for residential customers including adding/deleting features, moving services, updating accounts, and suspension/disconnection of services.

RESPONSIBILITIES

• Review, process and complete all assigned residential provisioning orders.
• Configure and prepare equipment for shipping (DSL modems stocked in-house).
• Manage orders through conversion/installation to completion, ensuring billing is correct and services are activated.
• Issue supplemental orders and escalates as necessary to ensure expeditious order completion.
• Closely monitor order interval status to ensure timely conversion, installation and activation.
• Address order-specific inquiries from other Clear Rate departments.
• Properly address PCC calls and voicemails.
• Process basic reports.
• Complete miscellaneous tasks and projects assigned.
• Develop and maintain business relationships with key customers.
• Create and update the Standard Operating Procedure (SOP).

REQUIRED SKILLS & EXPERIENCE

• Create and update the Standard Operating Procedure (SOP)
• 1-2 years of telecommunications experience preferred.
• Strong customer orientation with a demonstrated understanding of superior customer service techniques.
• Proficiency with the MS Office Suite.
• Excellent time management, organizational and communication skills.

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

POSITION SUMMARY

This position performs routine clerical, secretarial and administrative work in answering telephones, receiving visitors, providing customer assistance, data processing, and record-keeping.

RESPONSIBILITIES

• Welcome visitors to the corporate office by greeting them; answering and referring questions.
• Greet and direct office callers; transfer calls to voicemail when an associate is not available.
• Generate reports for executives, internal and external managers on a daily and monthly basis.
• Receive, sort, and distribute incoming mail and packages.
• Prepare and coordinate the pick-up and delivery of ground and express mail services (FedEx, UPS, etc.).
• Process returned mail.
• Maintain schedule for conference rooms
• Match and mail checks for invoices and commission payments; mail refund checks
• Send customer surveys; upload data, generate surveys, analyze and report results to executives and supervisors.
• Oversee and order from various office vendors/deliveries (Shred It, Coffee Break, office supplies).
• Complete special projects for managers/supervisors as needed.
• Update company phone directory and maintain data lists.
• Assist with other related clerical duties such as photocopying, faxing, scanning, filing, and collating.
• Maintain safe and clean reception area by complying with procedures and policies.
• Create and maintain Standard Operating Procedure (SOP).
• Stock beverages and snacks, and clean the coffee machine on a daily basis.
• Complete additional tasks and duties as needed.

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 experience in administrative and clerical procedures.
• Proficient with MS Office Suite.
• Strong ability to adapt to changing priorities and multitasking, with attention to detail and proactive problem-solving.
• Excellent time management, organizational and communication skills.

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