The Role
Provides in-person, chat, and phone customer support for payments, account changes, equipment returns, billing questions, service inquiries, and basic connectivity troubleshooting. Explains products and billing information, resolves concerns through active listening and problem solving, escalates issues when needed, and supports customer retention and performance goals. Requires flexibility for extended hours, occasional travel between locations, prolonged standing, and lifting up to 35 pounds.
Summary Generated by Built In
As an In-Person Customer Experience Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.
Key Responsibilities
- Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
- Provide Tier I technical troubleshooting and support to resolve customer service issues (e.g., basic connectivity, signal checks, equipment reboots).
- In addition to in-person customers, assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
- Communicate with leadership regarding concerns brought up by customers.
- Be flexible and open to change.
- Available during office hours, Mon-Friday 8:30am-5pm. Flexibility to work overtime and extended hours as needed to provide seamless support for evolving business needs.
Skills, Knowledge & Expertise
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Very comfortable working with computers, multiple screens, customer databases.
- Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
- Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
- Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope.
- Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers.
- Demonstrates ability to achieve established goals and performance metrics.
- Maintains exemplary attendance and punctuality, with the flexibility to work evenings, weekends, and overtime as required by the business.
- Able to work independently but seek leadership support when necessary.
- High School Diploma or 4 years of relevant experience
- Two years related experience Customer/Client Focus
- Able to communicate in the English language. Bilingual in any language is a plus.
- Proficient in Microsoft Office, Excel, and Power Point
Physical Demands/Working Conditions:
- Professional attire and appearance for a retail in-person environment.
- Exposure to moderate noise level.
- Work hours and travel to other locations as business needs dictate are necessary.
- Handle a physically demanding job, lifting up to 35 lbs.
- Ability to stand for prolonged periods of time
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
About
Blue Stream Fiber has over 45 years of industry experience, servicing Florida with amazing internet, TV, and phone products. We are the best in state, but that isn’t the only reason to choose us. We constructed our own advanced fiber network to deliver an innovative array of products supported by a best-in-class customer service.Our team operates with a clear mission: based locally means we act locally. We take pride in thinking and acting with the customer in mind knowing they could be our neighbor, our friend or even our own family. Our team is passionate about and dedicated to ensuring our customers and neighbors receive the most reliable services that will enrich their lives. When you need us, our customer service and technical support team members based in Coral Springs, Indiantown, Orlando and Port St. Lucie are ready to assist you.
Skills Required
- High school diploma or four years of relevant experience
- Two years of related customer or client experience
- Ability to communicate in English
- Proficiency in Microsoft Office, Excel, and PowerPoint
- Ability to work evenings, weekends, overtime, and extended hours as needed
- Ability to work in a fast-paced, high-transaction environment and manage upset customers
- Ability to stand for prolonged periods and lift up to 35 pounds
- Bilingual communication skills
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The Company
What We Do
Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.
