The Role
Provides first-level customer support for account, billing, connectivity, and basic technical issues. Handles inbound calls, troubleshoots Tier I problems, documents interactions, updates customer records, upsells services, meets performance metrics, and escalates complex matters. Requires strong communication, problem-solving, computer, and multitasking skills, along with availability for variable shifts, overnights, weekends, holidays, and mandatory virtual training.
Summary Generated by Built In
The Customer Experience Representative I (CX Rep I) is responsible for delivering first-level customer support. This position is the initial point of contact for the most common inquiries, focusing on basic account management and Tier I technical troubleshooting. The CX Rep I is expected to resolve all straightforward matters promptly and accurately, ensuring a positive customer experience, while escalating more complex account or technical queries to senior representatives or supervisors.
Key Responsibilities
- Handle inbound customer calls, focusing on account and billing inquiries (e.g., payments, account changes, service upgrades/downgrades).
- Provide Tier I technical troubleshooting and support to resolve customer service issues ranging from basic connectivity, signal checks and equipment reboots to identifying outages.
- Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
- Accurately document all customer interactions and update records within the system and tools to ensure service history is complete.
- Maintain a high level of professionalism and customer service.
- Participate in training sessions to stay updated on company products and services.
- Successfully upsell products or services to existing customers.
- Escalate unresolved or complex issues to next level or appropriate support as necessary.
- Meet or exceed key performance indicators (KPIs) set by manager and department.
- Performs other duties as assigned.
Skills, Knowledge & Expertise
- All candidates must live in Florida.
- Must be available to work a schedule with variable start times and may include overnights, weekends (Saturday, Sunday or both are possible) and holidays.
- High school diploma or equivalent.
- Bilingual (English/Spanish) a plus.
- Excellent communication and interpersonal skills.
- Basic computer proficiency and familiarity with CRM systems and Microsoft Office.
- Two years of related experience in a call center environment preferred.
- We require a minimum internet speed of 50 mbps download and 10 mbps upload. A speed test will be required and results need to be submitted.
- A designated work area free from any distractions or interruptions.
- Availability to participate in mandatory phases of virtual training over the first two months of employment. You must be able to train all mandatory training without interruption.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Strong problem-solving skills and attention to details.
Advancement Criteria (Internal Only):
- Maintain high performance and quality customer interactions.
- Complete a minimum of 6 months in the CX Rep I role.
- Successfully complete all required training programs.
- Maintain a clean disciplinary record.
- Rank among the top 20% of performers in the CX Rep I level for at least 6 months.
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
- Must live in Florida
- Availability for variable start times, overnights, weekends, and holidays
- High school diploma or equivalent
- Excellent communication and interpersonal skills
- Basic computer proficiency and familiarity with CRM systems and Microsoft Office
- Two years of related call center experience
- Minimum internet speed of 50 Mbps download and 10 Mbps upload; speed test submission required
- Designated work area free from distractions or interruptions
- Availability to complete mandatory virtual training during the first two months
- Ability to handle multiple tasks in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Bilingual English and Spanish 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.
