Business Service Representative (BSR)
Position Summary
The Business Service Representative (BSR) serves as the primary point of contact for business customers in a telecom/ISP environment. This role is responsible for handling first-level inquiries related to billing, payments, customer portal access, and account updates. The BSR works closely with Account Managers, Sales Representatives, and Sales Engineers to ensure a seamless customer experience, handing over more complex service requests such as Moves, Adds, Changes, and Disconnects (MACD) to the appropriate Account Manager.
Key Responsibilities:
- Serve as the initial contact for business customer inquiries via phone, email, or chat.
- Address billing and payment questions, providing accurate information and resolving issues promptly.
- Assist customers with accessing and navigating the customer portal, including password resets and feature explanations.
- Update customer account information as needed, ensuring accuracy in records.
- Identify when a customer request requires intervention from an Account Manager, such as in the case of MACD requests, and ensure smooth handover.
- Maintain detailed records of customer interactions, including inquiries, issues, and resolutions, using the CRM system.
- Work closely with Account Managers, Sales Representatives, and Sales Engineers to provide a cohesive customer service experience.
- Communicate effectively with internal teams to ensure customer needs are met in a timely manner.
- Educate customers on self-service options available through the customer portal, promoting ease of use and customer independence.
- Provide customers with information on products and services that may enhance their experience or meet their business needs.
- Participate in training sessions to stay updated on company products, services, and procedures.
- Provide feedback to management on recurring customer issues or potential areas for service improvement.
Qualifications
- Education: High school diploma or equivalent; an Associate’s degree in Business, Communications, or a related field is a plus.
- Experience: 2+ years of customer service experience, preferably in the telecom or ISP industry.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in CRM systems and customer service software.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Basic understanding of telecom/ISP products and services is preferred.
Compensation
The annual salary range for this position is $46,500-$60,500 per year.
To apply, please email your resume to careers@getlightcurve.com and reference Business Service Representative in the subject line.
Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.
About Lightcurve
Lightcurve (formerly Rainier Connect) is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). This investment will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.
To Apply
By Mail: Resumes & Cover Letters can be mailed to:
Human Resources
Rainier Connect
2516 Holgate St.
Tacoma, WA 98402
By E-mail: Resumes & Cover Letter can be e-mailed to:
About
Lightcurve
Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.
Lightcurve is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.
