Job Description

Further Reach is looking for a customer service representative to join our team in our Manchester, CA office.  The ideal candidate has a passion for delighting customers by being informed, responsive, clear, and friendly.

Responsibilities:

• Manage inbound customer communications Answer incoming calls and emails to address customer questions, requests, and issues, escalating to the field services team, network operations team, or management as appropriate.
• Schedule Field Activities ensuring that customers' and Field Service team members' expectations are well aligned about work at customer locations.
• Maintain a working understanding of process and policy - Act as a policy and process expert to ensure our best practices are accurate, up-to-date, and effective.
• Track Customer interactions - Record customers' interactions in an internal system for cross-functional awareness and relationship development.

Requirements:

• Excellent people skills - friendly and positive
• Excellent written and verbal communication skills - being both a clear and succinct communicator.
• Ability to address complaints and issues with effective solutions and a positive attitude
• Excellent time-management and prioritization skills
• Self-motivated and able to work independently with minimal supervision
• Solid office computer skills: the ability to skillfully operate a laptop computer using email, various web applications, basic spreadsheets, etc.
• Interest and ability to learn about computer networking. You do not get flustered when learning new things.
• Willing to work 30+ hours per week including some nights and weekend shifts.
• Authorization to work in the United States

Good To Have:

• 1-2 years of proven experience in supporting client success
• Bachelor’s degree or equivalent

About Further Reach:

Further Reach is a leading rural WISP (Wireless Internet Service Provider). Our rapidly growing service area ranges from Mendocino to Anderson Valley to The Sea Ranch. We provide free internet access to schools, libraries, and community service organizations and actively contribute our technology to open-source projects that help other WISPs and the communities they serve.

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