Customer Support Representative

Timonium, MD
Full Time
Customer Support
Entry Level

A Smarter Career Choice
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. ThinkBig Networks was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary

ThinkBig Networks is seeking an enthusiastic and friendly Customer Support Representative to join our team! As a CSR, you'll serve as the frontline representative of ThinkBig to our customers and communities. We're committed to providing excellent customer support, and you'll play a key role by answering questions, solving problems, and "simply installing humanity into every connection.

This position is located in Timonium, MD - Local candidates only please.

Key Responsibilities

  • Serve as a brand ambassador by representing ThinkBig Networks and our core values through professional, friendly, and empathetic customer interactions
  • Consistently exceed customer expectations by delivering personalized solutions and anticipating needs before they arise
  • Efficiently manage and respond to customer inquiries across multiple communication channels including phone, email, chat, and text
  • Identify, troubleshoot, and resolve customer questions and issues related to order status, billing inquiries, and service concerns in a timely manner
  • Adhere to established processes and procedures while maintaining flexibility to address unique customer situations
  • Maintain detailed and accurate documentation of all customer interactions, ensuring proper follow-up and continuity of service
  • Collaborate with cross-functional teams to escalate complex issues and ensure comprehensive customer solutions
  • Identify opportunities for process improvement and contribute ideas to enhance the overall customer experience
  • Stay current on company products, services, and policies to provide accurate information to customers
  • Perform other duties as assigned to support team objectives and company goals

Required Qualifications

  • High school diploma or equivalent
  • 3-5 years of customer service experience preferred
  • Excellent communication skills to explain effective solutions
  • Ability to resolve interpersonal problems with tact and diplomacy
  • Detail-oriented with strong follow-up skills
  • Customer support experience with positive phone manner and de-escalation skills
  • Reliable attendance and punctuality in fast-paced environment
  • Proficient with Microsoft Office; quick to learn new systems
  • Self-motivated with independent decision-making aligned with company policies
  • Flexible scheduling to meet the needs of the business
Compensation range: $21-$24 per hour
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