Customer Service Representative
On-siteNew Paris, Indiana, United States
Job Summary
Organize, prioritize, and handle day-to-day customer activities to resolve routine service, technical, and billing needs while retaining New Paris Tech customers. Greet and assist clients via phone and in person as the first point of contact, answering questions about accounts, plans, and balances. Maintain accurate customer records in company systems and provide basic technical troubleshooting using approved scripts and diagnostic questions. Triage incoming support requests to create complete trouble tickets documenting concerns and actions taken, then route escalations to technical, billing, or field-service resources per established procedures. Protect confidential customer and billing information while adhering to all safety and service standards. Work Monday through Friday, 8:00 am to 5:00 pm, with a slightly flexible schedule averaging 40 to 45 hours weekly.
Required Qualifications
- High school diploma or GED
- 2+ years of customer service, call center, retail, billing, office administration, technical support, or related service-focused experience
- 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
- 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
- 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
- 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
- Ability to influence others to close tickets effectively
- Maintains professionalism in difficult or high-pressure situations
- Positive attitude and willingness to learn
- 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
- Location: New Paris, IN
- Core Hours: 8:00 am – 5:00 pm
- Typical Work Week: M-F; 40 - 45 hours a week on average
- Travel: None
Desired Qualifications
- an equivalent combination of education and directly related experience may be considered
- High school diploma or GED is preferred
- 2+ years of customer service, call center, retail, billing, office administration, technical support, or related service-focused experience is preferred
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