Application Deadline: 7/31/2026 or until position is filled.
General Summary
The Universal Lead position is expected to coordinate all aspects of call center operations as needed under the direction of the Customer Operations Manager, including but not limited to billing, technical support, billing and sales.
Essential Duties/Responsibilities
Monitor team members’ productivity and provide feedback
Observe and ensure full compliance with all policies and procedures
Provide technical support for VoIP, Internet, Web Hosting Services, Email, Ethernet connections, DSL
Responsible for training multiple employees
Resolve escalated customer issues
Assist with special projects
Log account notes in database
Respond and process customer technical, billing and payment inquiries
Conduct outbound collection calls
Troubleshoot connection issues
Handle Customer Escalation calls
Process telephone and Email requests for service changes, account research and customer information
Update and maintain account details with accurate data
Process additions, cancellations and reconciliations of active customers
Communicate and liaise with all other Company departments regarding operations issues
Work requires weekend and/or evening work
Job Requirements
1 year leadership experience preferred
Basic understanding of IP address schemes, network fundamentals, network hardware and WiFi networks, Email concepts and configuration
Strong computer skills, proficient with Microsoft Office Suite
Ability to interact with all levels of staff including senior management, internal and external customers
Ability to analyze and define problems; calculate figures and amounts such as discounts, proportions and percentages; basic understanding of debits and credits; prioritize work flow, multitask, meet deadlines and remain flexible
Working Conditions
Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits
