Level 1 CSR
Salary: $18-$19.50 per hour
Mid-Hudson Fiber is looking for a Level 1 Customer Service Representative to join its team. Must be able to work varying 8 hour shifts from 8 am – 8:00 pm Mon-Sat.
A Customer Service Representative is a valued employee whose job at times is demanding in many aspects. In this role, CSRs are responsible for handling sales calls, billing related calls and troubleshooting. A CSR is expected to accurately document problems and resolutions of customer related service and billing issues. CSRs will use multiple software systems and applications. CSRs will work on straight forward tasks using established procedures. A Customer Service Representative is a valued employee whose job at times is demanding in many aspects. In this role, CSRs are responsible for handling sales calls, billing related calls and troubleshooting. A CSR is expected to accurately document problems and resolutions of customer related service and billing issues. CSRs will use multiple software systems and applications. CSRs will work on straight forward tasks using established procedures.
Core Responsibilities:
- Handle inbound customer requests via phone, chat portal, and email
- Respond to inbound calls promptly and efficiently
- Effectively discuss Mid-Hudson products and services to prospective customers.
- Process payments for customers via check, credit card or electronic funds.
- Acquire knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Mid-Hudson’s and competitors’ products and services
- Promote and communicate current promotions.
- Learn the billing/order processing system for order entry, order inquiries, and billing review as they relate to the customer account.
- Accurately document customer account records based on actions taken.
- Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all customer transactions experience.
- Basic ability to troubleshoot customer’s service issues and billing issues.
- Effectively address customer questions, complaints and concerns.
- Facilitate customer issue escalations to management/support as required
- Participate in quality education sessions to ensure interactions with customers are efficient and effective.
- Ability to work from excel spreadsheets on projects assigned by supervisors and managers
- Fulfill work schedules as required.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Keep supervisor informed of any work-related concerns.
- Ability to work with other team members collaboratively and take direction from managers and supervisors.
- Perform other duties as required by managers and supervisors.
Job Type: Full-time
Salary: $18.00 – $19.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
- Evening shift
- Morning shift
- Rotating shift
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
- Call center
- In-person
Ability to commute/relocate:
- Catskill, NY 12414: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
ISR
Salary: $18 per hour
Mid-Hudson Fiber is looking for an Internet Service Representative to join its call center team. We offer a friendly, comfortable business environment. This position is located in our Hudson, NY location and is a full-time 40 hour per week position. Must be available to work nights, weekends and other varying shifts, including overtime and on call hours. Mid-Hudson offers a robust benefit package to full-time employees, including health and dental benefits, 401K, supplemental insurances, life insurance and ESOP benefits.
Internet Service Representatives are responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for broadband internet services. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing and network monitoring tools. Uses multiple software systems and applications to ensure customer service issues are completed accurately. Works on straight forward tasks using established procedures.
Core Responsibilities:
- Handle inbound customer requests via phone, portal, email, and network monitoring tools.
- Manage phone queues.
- Ability to diagnose and troubleshoot network issues remotely with both technical and non-technical onsite resources.
- Ability to diagnose and troubleshoot DHCP issues remotely with both technical and non-technical onsite resources.
- Interface with field service technicians and other internal or external partners as needed to resolve technical troubles.
- Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
- Communicate with customers in a professional manner in all situations.
- Perform on-site service calls for troubleshooting customer’s connection issues when necessary.
- Achieve standards for consistent performance.
- Utilize tools and resources to troubleshoot and repair managed services and customer problems.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime and on call time as necessary.
- Other duties and responsibilities as assigned.
Experience:
Customer service experience is a must
Have excellent verbal, interpersonal and written communication skills.
Must be proficient with computer skills such as Internet, Microsoft Office, various web browsers and all recent Microsoft Windows software versions.
Must have a professional appearance
Hold a clean, valid NYS Driver’s License.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience-think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.
Know your stuff-be enthusiastic learners, users and advocates of our technology, products and services.
Win as a team-make big things happen by working together and being open to new ideas.
Be an active part of the ESOP way of working that brings more employee and customer feedback into the company-by providing the best customer service, making call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what’s right for each other, our customers, investors and our communities
Job Type: Full-time
Salary: $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
Careers at
Mid-Hudson
We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
Fiber Splicer
Salary: $30 – $35 per hour
Mid-Hudson Fiber is looking for an experienced Fiber Splicer to join its technical team. Must be able to work varying 8-hour shifts from 8 am – 8 pm Mon-Sat.
The Fiber Splicer is experienced in cable and closure prepping, bonding or grounding and splicing fiber optic cables. The individual must also be able to read and interpret blueprints and splice diagrams or the splice matrix.
ESSENTIAL JOB FUNCTIONS
• Install, prep and splice Fiber Optic Cabling in any environment and cable prep knowledge of doing mid span cable entry required
• Splice fiber optic cables including both loose tube and ribbon cables
• Operate technical equipment, including but not limited to a laptop computer, OTDR, PWR METER/OLTS and fusion splicing equipment for single and ribbon fiber
• Read and interpret existing fiber records, on maps or in the field
• Complete daily production reports to document work performed; track and communicate daily production and materials
• Construct proper splice case, including but not limited to grounding, bonding, isolation, slack storage, sealing and hanging of the case
• Able to troubleshoot and resolve problems discovered on the job
• Follow design engineer instructions
• Work aloft from a bucket truck or ladder
• Must wear personal protective equipment (PPE) while working including but not limited to hard hat, DOT compliant reflective shirts and vests, work boots, and safety goggles
• Maintain and promote a safe working environment for yourself and the other members of your team
• Flexibility to travel as needed for assigned projects
• Other duties as assigned
SKILLS AND ABILITIES
• Regularly lift and/or move up to 100lbs
• Ability to work in rural or congested traffic areas
• Willingness to work outdoors in every type of weather
• Ability to work alone with minimal supervision
• Ability to work safely
MINIMUM REQUIREMENTS
• The ability and experience in operating various hand tools, and basic computer equipment
• Possess a valid driver’s license with a good driving record
• 2+ years of Fiber Splicing experience
• High School Diploma or GED
We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.