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!

Brightspeed has an exciting opportunity for a Customer Order Resolution Representative to join our team! As a Customer Order Resolution Representative, you will be responsible for all contact center support activities. You will provide outstanding customer service to internal and external customers.

The Main Responsibilities

• Work a variety of offline activities assigned, resolving tasks in a timely manner (offline support functions)
• Respond to customer needs and concerns in a prompt, courteous, and professional manner
• Resolve customer problems or issues to the customer’s satisfaction
• Receive inbound chats from agents to resolve issues with customers who have contacted our inbound voice and chat agents
• Place outbound calls to end user customers
• Answer customer inquiries incoming task, e-mail, mail, phone, or chat
• Post and balance customer adjustments
• Receive inbound calls from customers including specialty queues, Multiple Dwelling Unit customers, Competitive Local Exchange, and Resale Carriers
• Complete and process customer complaints and communicate and coordinate resolutions to the appropriate department or customer
• Effectively and efficiently resolve billing concerns and provide informational support to customers
• Investigate and write or key change orders, forward for input where applicable

WHAT IT TAKES TO CATCH OUR EYE:

• Minimum one year of customer service experience
• Effective communication skills (oral and written): pleasant phone voice, professional, proper grammar, clear, and concise written communications
• Ability to listen, understand details, and research customer accounts
• Basic internet or telephony understanding or knowledge
• Willingness to work extended hours, weekends, and holidays as necessary
• Ability to work flexible shifts

BONUS POINTS FOR:

• Previous experience in a contact center environment
• Desktop or laptop computer knowledge, typing, and keyboarding skills

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WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

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. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion 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

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

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