The Customer Service Representative - Level 1 supports ECFiber customers by providing responsive, empathetic service through phone and ticket-based communications. This role handles customer inquiries, resolves common issues, assists with billing-related questions, and coordinates with internal teams to support customers as needed. The position also requires strong communication skills, comfort with customer information systems and office software, and the ability to learn new technologies. Working in a standard office environment, this role reports to the Customer Service Lead and may include additional support tasks such as basic troubleshooting or account-related assistance as needed.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Answering incoming phone calls
- Responding to customers’ inquiries
- Triaging common issues and escalating to the appropriate department or technician, as needed
- Responds to and/or resolves customer tickets
- Provides assistance to subscribers with payment questions/issues
- Proactively assist customers with Billing and Phone portal creation
- All other duties as assigned
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Must have excellent telephone etiquette
- Strong capacity to learn new technologies
- Ability to work with customer databases and ticketing systems
- Strong interpersonal skills, and the ability to build relationships with internal and external contacts
- Solid written and verbal communications skills
- Highly resourceful team-player
- High school diploma or G.E.D.
- Prior experience with high-throughput, phone-based Customer Service is highly desirable
REPORTING RELATIONSHIP:
The Customer Service Representative reports to the Customer Service Lead.
COMPENSATION:
$26 - $27 per hour
BENEFITS:
VISPO offers a comprehensive and competitive benefits package designed to support the health, financial wellbeing, and work-life balance of our employees:
- Medical, Dental, and Vision insurance, with shared employer and employee contributions
- Employer contribution to a Health Savings Account (HSA) when electing an eligible medical plan
- Term Life Insurance, Short-Term Disability, and Long-Term Disability
- Employee Assistance Program (EAP), providing on-demand counseling and wellness programming for employees and household members
- 401(k) retirement plan enrollment upon eligibility, with 3% employer contribution
- Paid Time Off (PTO) in alignment with hire date, including company-recognized holidays, vacation time, sick time, and personal floating holidays
- Ancillary and voluntary benefits available for optional employee purchase
VISPO reserves the right to modify benefit offerings in accordance with applicable law and business needs.
WORK LOCATION:
Office in South Royalton, VT
Some remote work, once fully trained
WORKING CONDITIONS:
- Normal office environment with moderate exposure to noise, dust, and temperature
- When required, ability to lift up to 25 lbs
- Position may require intense use of telephone, keyboard and monitor to perform regular functions of the job
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
VISPO is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to compliance with all applicable federal and state laws, including the Vermont Fair Employment Practices Act, the Equal Pay Act, and related anti-discrimination laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, gender identity, sexual orientation, age, disability, genetic information, or any other protected status under Vermont or federal law.
ABOUT VISPO
VISPO is a special form of non-profit dedicated to providing essential government services for the East Central Vermont Telecommunications District. It is a municipal district, similar to a school district or water district in which multiple towns banded together to create shared broadband infrastructure. The District owns the ECFiber fiber optic network, which provides high speed internet to over 10,000 customers in 31 towns throughout East Central Vermont. VISPO builds, operates and maintains the ECFiber network on behalf of the District.
EMPLOYMENT CLASSIFICATION:
This position is at-will, meaning that employment may be terminated by either the employee or VISPO at any time, with or without cause or notice, in accordance with Vermont state law.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Pay: $26.00 - $27.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
