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Reach Your Potential At The Summit

Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry. Everyone here is determined, compassionate and committed to achieving unified success. We want you to be a part of our team and encourage you to learn more about us.

Diversity

Our team represents the diversity of our consumers and the communities we serve. We value every individual’s unique ideas, perceptions and cultural influences creating a broader understanding of our customer’s needs.

Life at Summit Broadband

Driven to succeed. Encouraging diversity. Family first. At Summit Broadband we care about you as a person, as a parent, as a loved one and as an employee. Though we expect you to give 110% and finish work in a timely fashion, we understand matters at home may arise that require your attention. We realize the better our employees are treated, the better they will portray the company to our customers. Summit Broadband strives to be the recognized service leader in the Florida telecommunications industry. Therefore, there is a service oriented culture where associates strive to build relationships with customers by treating them with respect and integrity.

Potential Growth

Summit Broadband offers an environment for growth and development. We are enablers of successful business people aiming to ensure you have the opportunity to reach the summit in your career. We not only provide tools for advancement within the company, but qualities you can take with you outside the company.

Choosing Summit Broadband

Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry.

Benefits

Summit Broadband offers exceptional benefits to full-time employees, including:

• Health Insurance • Dental • Vision
• Life Insurance • Disability • 401(K) with employer matching
• A wellness program • Paid time off • Paid holidays • Employee Referral Program

Summit Broadband is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
EEO
You can access Summit Broadband’s public inspection file at: Florida

Customer Service/Tech Support Representative

Job Title
Customer Service/Tech Support Representative
Job ID
27677875
Location
Naples,  FL 34110
Other Location
Description

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Retail Customer Experience Representative to join our Customer Experience Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Job Title:             Retail Customer Experience Representative

Reports to:         Retail Customer Experience Manager

Status:                 Full Time/Non-Exempt

Location:             Southwest Florida


Position Summary:
Demonstrate consistent proficiency in call center and face to face communication skills including resolving customer questions, complaints and billing inquiries with utmost courtesy and professionalism.   Conduct each call with the objective of retaining customer's business including offering additional alternative solutions where appropriate.  Obtain a thorough knowledge of the company’s practices, operations, service offerings, and promotions. This position may require weekend and after-hours availability. 

Job Description:

  • Greet customers in a quick and friendly manner
  • Answer customer requests by telephone or in person regarding service offerings, equipment and billing, accept and process payments. Follow up with proper internal/external documentation.
  • Provide Tier 1 technical support to include basic service troubleshooting up to and including rebooting equipment.
  • Improve customer retention and sales by offering programs and services to the customer.
  • Follow through on customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems.
  • Continually maintain working knowledge of all company products, services and promotions.
  • Utilize billing system to initiate and complete service orders and handle customer requests.
  • Maintain customer accounts and billing information accuracy with no errors.
  • Maintain work with little or no supervision after sufficient training.
  • Answer customer calls in a pleasant and professional manner.
  • Be prompt and in attendance on each day scheduled for work.
  • Respond to customer requests for information regarding billing accounts and issue credits where necessary.  Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction.
  • Respond to internal and external customer inquiries and requests in a timely manner.
  • Initiate outbound calls to current customers to ensure customer satisfaction and sell new services.
  • Maintain confidentiality of customer information.
  • Maintain proper documentation in customer files and computerized records.
  • Provide support to Customer Operation Admin as needed
  • Practice organization and time management skills including prioritizing work and requesting additional work when appropriate.
  • May be required to attain sales quota.
  • Ensure workstation is maintained in a clean and professional matter.
  • Must be flexible to changes in the business.
  • Additional duties as assigned

Job Qualifications:

  • Minimum four years previous customer service experience including promotional offerings, products, and billing.
  • Minimum one year previous customer service and data entry experience with a cable, internet, and telephone provider
  • High school diploma or equivalent
  • At least 18 years of age
  • Knowledge of how to use a phone in an ACD environment
  • Knowledge of the telephone, internet and cable industry and how it operates
  • Typing and grammar proficiency
  • Working knowledge of Windows operating system and experience with word processing and spreadsheet software
  • Function as a team player in peer relationships
  • Must have a clean driving record and valid driver’s license
  • Must be able to pass criminal background and drug testing
  • Flexibility to work mandatory overtime in order to meet business needs.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Summit Broadband is an Equal Opportunity Employer and participates in the E-Verify program. 

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