Customer Service Representative

Company: PenTeleData

Available Shifts: 3PM-11PM (40hrs per week, after training will include weekends and holidays as needed)

Pencor and its subsidiaries are Equal Opportunity Employers

Paid training is conducted on site Monday-Friday from 3PM-11PM for 6-weeks. Next training class will start on January 4, 2027

Employees are required to work "in house" during their probationary period. Once completed, employees may be switched to a hybrid work-from-home schedule, as long as required performance metrics have been met. Work-from-home status is subject to change based on performance.

Work-from-Home Requirements:

Established residency in Pennsylvania

A quiet space, free from distraction during work hours

An Internet connection of at least 100 Mbps, preferably hard-wired (Ethernet) from the modem to your company-provided equipment

Must maintain minimum performance metrics as defined by leadership

In the event of inability to work due to disruptions resulting from poor Internet connection or in-home disruption, must be able to report to the office

PenTeleData, a leader in Data Transport technologies, has an exciting career opportunity available for a detail-oriented Customer Service Representative. Customer Service Representatives are the first point of contact for many customers. Providing outstanding service and exceptional support, as well as fostering positive interactions with customers are our top priorities; these values continue to strengthen our relationships with customers and set us apart in this fast-paced, growing industry.

Responsibilities will include:

Handling customer interactions via inbound and outbound calls, chats, and emails

Troubleshooting an array of support calls for various products and services offered by PenTeleData and its Partners

Speaking with customers in reference to abuse issues / policy violations

Corresponding with customers in reference to service issues

Working with other teams and departments to route calls and cases

Processing changes to existing accounts

Answering billing questions

Making courtesy calls to customers

Processing PPV orders

Maintaining appropriate records of customer interactions

Performing special project work as assigned by leadership

Other duties as assigned

Qualifications:

H.S. Diploma or G.E.D.

Established Residency in Pennsylvania

Previous experience working with customers on a daily basis

Working knowledge of Microsoft Word and Excel programs

Familiarity with Windows Operating Systems

Understanding of computer virus and network security

Positive attitude and professional demeanor

Strong Communication Skills - Oral and Written

Strong Typing / Data Entry Skills

Excellent Customer Service Skills - Soft Skills

Strong Organizational Skills

Good Follow-up Skills

Strong Negotiation and Problem Resolution Skills

Ability to work effectively and professionally both independently and as part of a team

Ability to multitask in a face-paced environment

Ability to adapt to change and the changing needs of the company

INDHP