174 Customer Service jobs in Willow Spring

Job DescriptionJob DescriptionCompany Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a Customer Service Technician to join our team! As a Customer Service Technician, you will be performing installation, maintenance and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment. You will also be maintaining and repairing outside plant facilities within assigned geographic service areas.    

As a Customer Service Technician, you may be required to work varying shifts that include mandatory overtime, weekends, and holidays. 

As a Customer Service Technician your responsibilities will include: 

• Installing, maintaining, and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment
• Performing maintenance and repair on outside plant facilities
• Climbing poles, using a shovel and pick to dig up and bury cable, working in utility access holes or controlled environmental vaults (CEV), and locating buried telephone cables
• Observing all safety rules and regulations
• Assisting other technical personnel in the performance of their duties when requested
• Actively supporting sales and marketing related activities
• Directing customer facing work and sales referrals

Qualifications

WHAT IT TAKES TO CATCH OUR EYE

• High School diploma (or equivalent) or higher
• Ability to distinguish colors on facilities
• Ability to handle 28 foot extension ladders (up to 75 lbs. routine work) and utility access hole covers (up to 150 lbs.)
• Ability to successfully complete service tech boot camp training, POTS/DSL installation/repair, cable splicing/maintenance, basic transmissions, air pressure, and HSI installations (self and full)
• Basic computer skills including MS Office applications
• Ability to work in confined spaces (e.g. attics, crawl spaces, utility holes)
• Ability to work aloft (e.g. ladder)
• Ability to work outside in all weather conditions and at various hours of the day/night
• A valid driver’s license and satisfactory driving record
• Positive and professional appearance and demeanor when communicating the company’s products and services to our customers
• Accountability/dependability (on time and on load when scheduled and serve on call as needed)
• Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)
• Active Listening (ability to take input from customers, APS and co-workers to problem solve and improve skills)
• Ability to ask relevant questions to ensure problems are resolved quickly or to clarify information or directions
• Active Learning (curious seeker of added information and actively works to improve skills and knowledge)

BONUS POINTS FOR: 

• Prior experience as a customer facing telecom operations technician
• Basic electricity training/certification or documented equivalent work experience
• ADSL installation/repair experience (self/full installs)
• A+/Net + Certified Required Soft Skills

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

and belonging  are at the center of our grounding belief in Being Real . 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to of all qualified individuals, including individuals with a /veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California
• Brightspeed’s Privacy Notice

• Respond to customer inquiries in a timely and professional manner across multiple channels including phone, email, and chat.
• Assist customers in troubleshooting and resolving product issues or service-related inquiries.
• Provide accurate product information and guidance to customers to facilitate their purchase decisions.
• Maintain customer records by updating account information and documenting interactions.
• Escalate complex issues to the appropriate departments while following up to ensure resolution.
• Identify trends in customer feedback and suggest improvements to enhance service delivery.

• High school diploma or equivalent; additional education or customer service training preferred.
• Proven experience in a customer service role or similar position.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Strong problem-solving abilities and the capability to handle challenging situations with empathy.
• Familiarity with customer support software and tools is a plus.
• Ability to work independently as well as part of a team in a fast-paced environment.

• You welcome all customers upon arrival and gather feedback to improve their future rental experience
• You ensure customers take all personal belongings, discreetly check vehicles for damage, and direct any issues to the appropriate channels
• You advise customers on rental charges and provide an accurate receipt, ensuring a clear and customer-focused process
• You identify and tag vehicles for maintenance or grounding and ensure they are moved to the correct location
• You work in various weather conditions and are willing to take on additional tasks to support business needs

• Education & Experience You have a high school diploma or GED and at least 1 year of customer service experience
• Licenses & Authorization You are at least 18 years old, hold a valid driver's license with a clean driving record, and are authorized to work in the United States without requiring sponsorship
• Computer Skills You possess basic computer navigation skills and are familiar with Microsoft Office applications
• Work Hours & Travel You can work 40 hours per week, including day or evening shifts, and are open to travel (5-10%), some of which may be by airplane
• Uniform & Language You are willing to wear a company uniform and speaking other languages is a plus

• Comprehensive Benefits Package Enjoy healthcare coverage (medical, dental, vision), life insurance, critical illness, hospital indemnity, and pet insurance, along with a 401k plan to secure your future
• Paid Time Off & Holidays Benefit from PTO, sick leave, and receive time and a half for working on public holidays
• Bonus Plan Take advantage of a bonus plan based on performance
• Employee Assistance Program Access support whenever needed through our Employee Assistance Program
• Exclusive Employee Rentals Benefit from employee-only rental rates, with family rental options and exclusive discounts for employees
• Uniform & Perks Receive a uniform with weekly dry cleaning, always ensuring a professional appearance