Customer Service Representative

Job not on LinkedIn

🕒 August 25

🦞 Maine – Remote

🦞 Maine – Remote

💵 $19 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 9%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mac Mountain LLC

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2021

🤝 B2B

📣 Marketing

📡 Telecommunications

B2B • Marketing • Telecommunications

Mac Mountain LLC is a company that appears to partner with broadband providers and related organizations to build broadband subscriber bases. The available site text emphasizes "Partnerships that build broadband subscribers," suggesting the company provides partnership development, marketing/partner acquisition, and strategic services to ISPs and telecommunications companies. The site structure and copy imply a B2B focus, working with service providers or channel partners to drive customer acquisition and growth.

📋 Description

• Answer inbound calls from customers across multiple fiber networks operated by LightCraft • Provide accurate, friendly, and efficient first-contact support • Identify the correct network and customer account for each interaction • Document call interactions in the ticketing system • Monitor, manage, and triage incoming support tickets • Meet defined SLAs for response and ticket handling • Categorize and prioritize tickets by type, urgency, and network • Resolve first-order issues and escalate complex or technical issues • Follow up on open tickets and maintain ticket notes and status updates • Assist with connectivity problems, equipment restarts, router configuration, and ONT troubleshooting • Guide customers through basic diagnostic steps • Escalate unresolved technical issues to field technicians or network operations staff • Communicate service outages and maintenance windows to affected customers • Answer prospective customers' questions about service availability, plans, pricing, and promotions • Process new service orders and coordinate activation • Follow up on leads and inquiries and promote appropriate upgrades and add-ons • Update customer account information, service addresses, and plans • Process cancellations, transfers, and pauses • Maintain customer records in billing and CRM systems • Respond to billing inquiries, payment issues, and disputes • Process payments and set up autopay • Assist with past-due accounts and coordinate complex billing issues • Explain charges, pricing, and fees • Report to the Customer Service Manager or designated Operations Leadership and work with network operations, billing, and sales teams

🎯 Requirements

• High school diploma or equivalent required • Previous experience in customer service, call center, help desk, telecommunications, internet services, utilities, billing, account management, or basic technical support preferred • Familiarity with ticketing systems such as Zendesk or Freshdesk is a plus • Experience supporting multiple brands or client accounts simultaneously is preferred • Equivalent combination of education and experience will be considered • Excellent verbal communication skills with a professional, patient, and customer-focused demeanor • Ability to communicate technical concepts in clear, non-technical language • Strong active listening skills • Professional written communication skills for ticket documentation and customer correspondence • Ability to manage difficult or frustrated customers with empathy and composure • Ability to adapt communication style across different networks, communities, and customer profiles • Standard business hours availability; some early morning, evening, or weekend availability may be needed • Authorization to work in the United States

🏖️ Benefits

• Health insurance • Paid time off • Retirement plan options