Job Description

Job Description

Job Description

Description:

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:
The Smart Desk Agent is a frontline customer service role responsible for handling all customer inquiries, including sales, billing, and troubleshooting, from start to finish. This role requires a strong focus on customer experience, problem resolution, and operational efficiency in a fast-paced call center environment. The ideal candidate will possess excellent communication skills, critical thinking abilities, and a commitment to delivering outstanding customer support.

Duties & Responsibilities:

• Serve as the primary point of contact for customers, handling sales, billing, and troubleshooting inquiries with a customer-centric approach.
• Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution.
• Troubleshoot technical issues related to Wi-Fi, Ethernet, and Docsis connections, guiding customers through resolution steps.
• Process billing inquiries, payments, account adjustments, and service modifications accurately and professionally.
• Assist customers with sales inquiries, providing product recommendations and service options that best meet their needs.
• Handle customer interactions across multiple communication channels, including phone, chat, email, and text.
• Document customer interactions, issues, and resolutions in company systems with clear and concise notes.
• Collaborate with internal teams to escalate and resolve complex issues when necessary.
• Maintain up-to-date knowledge of company products, services, policies, and industry trends.
• Demonstrate professionalism, patience, and empathy when assisting customers.
• Assist colleagues with questions or escalations as needed to ensure team success.
• Perform other duties as assigned to support business operations.

Qualifications & Skills:

• Previous experience in a call center or customer service environment preferred.
• Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize workload in a fast-paced environment.
• Strong attention to detail and accuracy when handling customer accounts.
• Familiarity with billing systems, troubleshooting tools, and customer management platforms is a plus.
• Ability to work independently while contributing to team goals.
• Willingness to adapt to changing procedures and business needs.

This role is an excellent opportunity for individuals passionate about customer service and problem resolution in a dynamic, supportive environment.

Skills & Abilities:

• Active listening and multi-tasking skills, with the ability to listen to customers while completing tasks simultaneously.
• Comfortability with making judgment calls and decisions in a fast-paced environment.
• Ability and willingness to assist and attempt to de-escalate upset customers who have requested to speak with a supervisor.
• Ability to explain technical issues to both technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Ability to quickly learn and navigate various computer hardware and software systems.
• Professional and pleasant telephone manner.
• Excellent interpersonal and customer service skills.
• Strong organizational and detail-oriented mindset with excellent follow-through skills.
• Must possess excellent verbal and written communication skills.
• Flexibility to work outside of normal business hours and on weekends (required).

Education & Experience:

• Associate’s degree preferred.
• At least three years of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401K
• PTO & Holiday’s
• Medical, Dental, Vision, Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits

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