Job Description

Customer Service Representative

This role is located in the New Paris, IN.

Are you passionate about technology and committed to providing outstanding customer service? Do you enjoy working in a collaborative environment where you can solve problems, build relationships, and help businesses and communities stay connected? Then, we have a place for you!

New Paris Tech is a telecommunications and technology provider that's been around since 1901. The Company offers high-speed fiber internet, voice services, managed IT solutions, business communications, and cable services through its family of companies, supporting both residential and commercial customers throughout Northern Indiana. As a locally owned organization, New Paris Tech is committed to exceptional customer service, investing in its communities, embracing innovation, and building lasting relationships while maintaining the integrity and personalized service that has defined the Company for more than a century.

What We Offer:

• Creative, innovative, collaborative, and flexible work environment
• Challenging and progressive career development
• Competitive pay programs
• Comprehensive Health & Wellness Benefits
• Retirement Program with Excellent Employer Match
• Disability Programs
• Paid Vacations and Holidays
• Open communication, recognition programs, and team-building events
• And much more to motivated, results-oriented individuals who want to make a real difference in their community and role

What You'll Do:

As the Customer Service Representative, you will organize, prioritize, and handle day-to-day customer activities to deliver an exceptional customer experience, resolve routine service and technical needs, and retain and grow New Paris Tech customers.

Your Accountabilities in the Role:

• Greets and assists customers by phone and in person, serving as the first point of contact and providing courteous, timely support to strengthen customer satisfaction and retention.
• Answers billing, payment, service-plan, and account-balance questions and processes payments accurately and securely to resolve routine customer needs.
• Maintains complete and accurate customer account information, forms, agreements, and transaction records in company systems to support error-free service and billing.
• Provides basic technical troubleshooting using approved scripts, procedures, knowledge-based resources, and diagnostic questions to resolve routine issues quickly and accurately.
• Triages incoming support requests and creates complete trouble tickets that document the concern, trouble shooting performed, and relevant account and service information to support timely resolution.
• Routes and escalates service requests to the appropriate technical, billing, operations, sales, or field-service resource in accordance with established procedures for timely resolution.
• Protects confidential customer, payment, billing, and company information and follows all company policies, procedures, safety requirements, and customer-service standards to ensure best-practice standards.

Position Requirements:

• Education: High school diploma or GED is preferred; an equivalent combination of education and directly related experience may be considered.
• Experience: 2+ years of customer service, call center, retail, billing, office administration, technical support, or related service-focused experience is preferred.
• Certifications: N/A
• Functional Skills: Solid technical aptitude to diagnose routine internet, Wi-Fi, telephone, computer, or networking issues using established tools; strong organization, prioritization, time-management, multi-tasking, and attention-to-detail skills; accurate cash, check, credit-card, and data-entry skills; solid problem-solving and judgment; ability to analyze information, ask effective questions, maintain confidentiality, and work effectively in a fast-paced customer-facing environment. Able to review customer issues and patterns to suggest changes to management.
• Technology Skills: Solid computer aptitude and data-entry skills; experience with or ability to learn customer relationship management, billing, ticketing/help-desk, payment-processing, and standard office applications; ability to learn NP Tech products, services, billing practices, and troubleshooting procedures.
• Communication Skills: Solid written and verbal English communication and active-listening skills; ability to explain technical, service, and billing information clearly and professionally to customers, coworkers, and management.
• Leadership/ Behaviors: Strong customer focus and interpersonal skills; friendly, supportive, and professional demeanor; dependable and responsive with a sense of urgency; self-motivated and able to work independently and within teams; able to influence others to close tickets effectively; maintains professionalism in difficult or high-pressure situations; positive attitude and willingness to learn.
• Culture Match: Collaborative, respectful, community-focused, and service-oriented; interacts professionally with individuals inside and outside the organization; demonstrates integrity, sound judgment, accountability, and respect for confidential information.

Other Important Information:

Pay/Salary: Pay is commensurate with proven expertise. And, the compensation will grow as the team member grows!

Reports To: Office Manager

Core Hours: 8:00 am 5:00 pm (schedule can be slightly flexible; will work approx. 8 hours within this timeframe)

Typical Work Week: M-F; 40 - 45 hours a week on average

Direct Reports: None

Travel: None

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