Job Description
Customer Service Representative – Internet & Wireless Services
Department: Customer Service
Reports to: Customer Service Supervisor
Non-Exempt (Hourly) position – starting wage range $15.00 to $25.00, based on experience
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Position Summary
FTI WIFI is seeking a friendly, dependable, and solutions-oriented Customer Service Representative to join our rural telecommunications team serving local homes, businesses, and community organizations. This position serves as the primary point of contact for customers, assisting with account management, technical support, and service education related to internet and wireless services. The ideal candidate is customer focused, technologically capable, and committed to delivering exceptional service that builds trust, strengthens relationships, and supports our local communities. __________________________________________________________________________________________________
Essential Duties and Responsibilities:
- Respond to customer inquiries by phone, email, chat, and in-person regarding internet and wireless services.
- Assist customers with troubleshooting connectivity issues, device set up, and basic network performance concerns.
- Provide support with billing inquiries, account updates, service changes, and payment processing.
- Process payments, establish payment arrangements, and complete daily deposits accurately.
- Educate customers on available products, service features, promotions, and self-service resources.
- Accurately document customer interactions, resolutions, and account activity within the CRM system.
- Escalate complex technical or customer concerns to the appropriate department or management when necessary.
· Maintain current knowledge of company products, services, policies, and industry developments.
- Support additional office and customer service functions as needed within a collaborative team environment.
Required Qualifications & Skills:
- High school diploma or equivalent required.
- Minimum of one (1) year of customer service experience, preferably within telecommunications, technology, or a related field.
- Strong verbal and written communication skills with active listening abilities.
- Basic understanding of internet services, wireless networks, routers, modems, and mobile devices.
- Positive problem-solving mindset with a strong customer-first approach.
- Professional demeanor with the ability to work effectively as part of a team.
- Problem-solving mindset with a customer-first attitude.
Preferred Qualifications:
- Bilingual abilities are a plus.
- Experience using CRM software and ticketing systems.
- Familiarity with troubleshooting internet and wireless equipment, including routers and modems.
Work Environment & Benefits:
- Full-time, office-based position within a rural telecommunications company. Offices are located in both Pleasant View and Cortez.
- Frequent use of computers, phones, and office equipment.
- Regular interaction with customers, coworkers, and community members.
- Opportunity to assist in multiple operational areas due to the collaborative nature of a small team environment.
Benefits Include:
- Competitive hourly pay with potential performance incentives
- Health, dental, and vision insurance
- Retirement plan options
- Paid time off and holidays
- Career growth and development opportunities
Pre-Employment Requirements:
As part of our hiring process, candidates must:
- Successfully complete a background check
- Successfully complete a pre-employment drug and/or alcohol test.
- Provide documentation to complete the I-9 Form for employment eligibility verification.
About FTI WIFI
At FTI WIFI, we believe in building genuine connections through reliable communication and exceptional customer service. Our roots run deep within the communities we serve, and we are proud to provide high-quality internet and wireless services to local homes, businesses, schools, and organizations.
Community involvement is at the heart of who we are. We proudly support organizations and events such as the Pleasant View Fire Department, local schools and athletic programs, 4-H, FFA (Kalvin’s Kids), and the Cortez Farmers Market. These partnerships reflect our ongoing commitment to strengthening and investing in our local communities.
Together, We Strive To:
- Build a stronger community
- Keep human connection at the center of service
- Deliver dependable, high-quality internet and communication services
- Innovate for future generations
For more than 100 years, Farmers has continued to evolve alongside advances in technology and the growth of our community. While much has changed over time, our commitment to service, integrity, and community remains as strong today as it was from the beginning.
Pay: $15.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
