ZOOM TECH ARIZONA LIMITED Customer Service Representative Dallas, TX · Full time Company website

he Customer Service Representative handles all customer queries (FAQ, service, billing, and level I tech support), accurately logs inquiries to update customer data, and interacts with customers via inbound and outbound calls, messaging, social media, and email.

Description

About Us

ZoomOnline is an emerging internet service provider in the US, with start-ups in Dallas, TX, and Phoenix, AZ. Our values are honesty, Accountability, Respect, Passion, and Innovation.


We aim to provide reliable, fast, and uncapped Wi-Fi-enabled internet services to advance and inspire connected communities exclusively to Zoom Technology Group’s fiber infrastructure. We are a customer-oriented business that prides itself on exceptional service delivery. We are a collaborative, creative, entrepreneurial team building a vibrant and dynamic brand where people who want to make a difference can grow their careers. If you are customer-focused and agile with proven experience in customer sales, service, and/or technical support, we want to hear from you.


Purpose of the Role

The Customer Service Representative handles all customer queries (FAQ, service, billing, and level I tech support), accurately logs inquiries to update customer data, and interacts with customers via inbound and outbound calls, messaging, social media, and email. This position will require clear and professional communication skills, advanced troubleshooting abilities, and a genuine ability to help customers, demonstrate patience, and be outgoing, engaging, and empathetic.


The ideal candidate will possess a passion for working in partnership with customers to solve problems effectively and efficiently while dedicated to delivering an excellent customer experience. The work environment is collaborative, creative, and diverse, and everyone is expected to contribute to the overall success of the organization.


The Customer Service Center delivers 24/7 support… candidates must be flexible to work rotating shifts, including weekends.


Responsibilities

  • Assist customers with inquiries, concerns, and requests professionally and promptly.
  • Accurately enter and update customer information in the database.
  • Analyze customer accounts to identify opportunities for upselling and cross-selling.
  • Handle and resolve customer complaints or issues with empathy and patience.
  • Collaborate with other team members to ensure customer satisfaction.
  • Follow company policies and procedures to maintain high-quality service standards.
  • Take the extra mile to engage customers and ensure you effectively communicate internally and externally.
  • Document all customer interactions using our CRM system.
  • Collaborate with team members to continuously improve customer service workflows and policies.
  • Provide exceptional customer service to clients via phone, email, and chat
  • Analyze customer inquiries and provide appropriate solutions or escalate to the relevant department.
  • Assist customers with product information, pricing, and order processing.
  • Perform data entry tasks accurately and efficiently.
  • Conduct outbound calls to follow up with customers or provide additional information.


Requirements:

  • 3 years experience working in a customer service or helpdesk role supporting Internet Services.
  • Excellent phone etiquette and communication skills (verbal & written).
  • Excellent problem-solving skills with the ability to think analytically.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • High diploma or GED required, higher education a plus.
  • Proficient in Microsoft Office or 365 platforms.
  • Familiarity with Mac OS and Windows operating systems.
  • Experience with CRMs, ticketing tools, remote support tools, and/or understanding of Virtual Desktop Infrastructure support.
  • Fluent in Spanish or other languages required (multilingual or bilingual).


We're an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. We offer competitive pay, comprehensive training, and career growth and development opportunities.