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    "requisitionDescription": "<div><div><div><div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.17.24/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p data-pasted=\"true\"><strong>Universal Customer Support Representative (Inbound)</strong></p><p><strong>Compensation</strong></p><p><strong>Starting at $20.00/hour (USD) + Monthly Incentive Earning Potential</strong><br><em>Based on experience</em></p><p><strong>Position Overview</strong></p><p>The <strong>Universal Customer Support Representative</strong> is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers.</p><p>This role is ideal for individuals who excel in <strong>fast-paced call environments</strong>, demonstrate strong <strong>empathy and communication skills</strong>, and take full <strong>ownership of customer issues</strong> with a focus on resolving concerns during the first interaction whenever possible.</p><p>Universal Representatives are empowered to serve as the <strong>voice of the customer</strong>, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.</p><p><strong>Key Responsibilities</strong></p><p><strong>Inbound Customer Support &amp; Issue Resolution</strong></p><ul type=\"disc\"><li>Handle a high volume of inbound customer calls while maintaining professionalism, empathy, and accuracy</li><li>Resolve a wide range of inquiries including billing questions, account updates, rate plans, and technical troubleshooting</li><li>Take full ownership of customer issues from start to finish, actively listening and confirming resolution before ending the call</li><li>Balance efficiency with quality by resolving issues correctly the first time</li></ul><p><strong>Billing, Account &amp; Self-Service Support</strong></p><ul type=\"disc\"><li>Review customer billing ledgers, explain charges clearly, and resolve billing concerns</li><li>Assist customers in selecting appropriate rate plans, equipment, and additional services</li><li>Guide customers through the customer portal and self-service tools, ensuring understanding of next steps</li><li>Accurately document all interactions and update customer records</li></ul><p><strong>Technical Support (Foundational)</strong></p><ul type=\"disc\"><li>Provide technical support for Internet, VoIP, email, web hosting, and Ethernet services</li><li>Troubleshoot service issues using established tools and procedures</li><li>Use sound judgment to schedule onsite service visits or equipment replacements when needed</li></ul><p><strong>Collaboration &amp; Continuous Improvement</strong></p><ul type=\"disc\"><li>Communicate recurring customer issues and process gaps to internal departments</li><li>Adhere to all policies, procedures, and quality standards</li><li>Maintain punctuality, reliability, and a professional demeanor in a team environment</li></ul><p><strong>How Success Is Measured</strong></p><p>Success in this role is measured using clear, well-defined performance metrics, including:</p><ul type=\"disc\"><li><strong>First Contact Resolution (FCR):</strong> Resolving the customer&rsquo;s issue during the initial interaction without the need for follow-up</li><li><strong>Average Handle Time (AHT):</strong> Managing call length efficiently while still providing a high-quality customer experience</li><li><strong>Customer Satisfaction (CSAT):</strong> Customer feedback reflecting satisfaction with service and issue resolution</li><li><strong>Schedule Adherence:</strong> Being available and ready to handle calls as scheduled</li><li><strong>Quality &amp; Accuracy:</strong> Proper documentation, correct resolutions, and adherence to procedures</li></ul><p><strong>Required Qualifications</strong></p><ul type=\"disc\"><li>Strong customer service, communication, and listening skills</li><li>Ability to build rapport and remain calm in a high-volume inbound call environment</li><li>1&ndash;2 years of related experience preferred (call center, customer service, billing, or technical support)</li><li>Strong computer skills with the ability to navigate multiple systems simultaneously</li><li>Basic understanding of billing concepts (credits, debits, percentages, discounts)</li><li>Typing speed of 30 WPM or higher preferred</li></ul><p><strong>Technical Knowledge (Preferred / Trainable)</strong></p><ul type=\"disc\"><li>Basic understanding of:<ul type=\"circle\"><li>IP addressing and networking fundamentals</li><li>Wi-Fi and network hardware concepts</li><li>Email setup and configuration</li></ul></li><li>Willingness to learn new systems and technical concepts quickly</li></ul><p><strong>Schedule &amp; Work Location</strong></p><ul type=\"disc\"><li>This is <strong>primarily an in-office position</strong> in a shared workspace environment</li><li><strong>Limited work-from-home opportunities</strong> may be required on an occasional basis for business continuity or operational needs</li><li>Availability for evenings and/or weekends may be required</li></ul><p><strong>Working Conditions</strong></p><ul type=\"disc\"><li>Prolonged periods of sitting, speaking, and computer use</li><li>Occasional standing, walking, reaching, and lifting up to 15 pounds</li></ul><p style=\"margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif; color: rgb(36, 36, 36); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"font-size: 14px;\"><br></span></p><p style=\"margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif; color: rgb(36, 36, 36); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" data-pasted=\"true\"><br></p><p><br></p><p><span data-teams=\"true\" data-pasted=\"true\"><span style=\"font-size: inherit;\"><strong>Please feel free to review our Benefits at the following link:&nbsp;</strong></span><a href=\"https://www.risebroadband.com/about/careers/benefits/\" rel=\"noreferrer noopener\" target=\"_blank\" title=\"https://www.risebroadband.com/about/careers/benefits/\"><span style=\"font-size: inherit;\">https://www.risebroadband.com/about/careers/benefits/</span></a></span></p></div></div></div></div></div></div></div>\n",
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