Customer Service Representative

Position Overview & Purpose

The Customer Support Representative serves as the first point of contact for LiveOak Fiber customers, providing exceptional service and support for our telecommunications products and services. This role ensures customer inquiries are resolved promptly and accurately, contributing directly to customer satisfaction, retention, and the company’s reputation for excellence.

Essential Duties & Responsibilities

• Responds to inbound calls, emails, and chats in a professional and timely manner.
• Assists customers with account management, billing questions, service changes, and product information.
• Troubleshoots and resolves basic technical issues with internet, phone, and/or TV services.
• Documents all customer interactions accurately in the CRM system.
• Escalates complex issues to appropriate departments while maintaining ownership until resolution.
• Follows up with customers to ensure satisfaction and issue resolution.
• Maintains up-to-date knowledge of company products, promotions, and policies.
• Meets or exceeds individual and team performance metrics, including quality, efficiency, and customer satisfaction goals.
• Contributes to a positive team environment by sharing feedback, ideas, and best practices.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Basic computer proficiency, including navigating multiple systems simultaneously.
• Customer-focused mindset with the ability to build rapport and trust.

Basic Qualifications & Competencies

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience.
• Must be able to provide proof of eligibility to work in the U.S.

Preferred Qualifications & Competencies

• Previous call center experience, preferably in the telecommunications industry.
• Familiarity with CRM software and troubleshooting technical issues.
• Bilingual skills (English/Spanish or other languages) are a plus.

Physical Demands & Working Environment

• Walking- up to 40%
• Standing- up to 40%
• Reaching- up to 10%
• Lifting and/or bending- up to 10%
• Work environment- indoors
• Able to lift up 45 pounds.
• Travel: minimal (less than 10%)

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully. 

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position.  The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.