ABOUT US:

Dragonfly Internet is a leading provider of high-speed internet services in Southern, AL. We are committed to delivering exceptional customer service and ensuring our customers have the best online experience possible.

JOB DESCRIPTION:

We are seeking a dedicated and enthusiastic Customer Experience Specialist to join our team in the Monroeville, AL office. In this role, you will be the first point of contact for our customers, providing support and resolving issues related to our internet services. Your goal will be to ensure customer satisfaction and maintain a positive image of our company.

QUALIFICATIONS:

• High school diploma or equivalent; additional education or certifications in customer service or IT is a plus.
• Previous experience in a customer service role, preferably in the telecommunications or internet service industry retail experience a PLUS.
• Retail experience a PLUS.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency with computers and familiarity with CRM software.
• Patience and empathy when dealing with customers.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to internet connectivity and service performance.
• Provide information about our products and services, including pricing, features, and promotions.
• Assist customers with account management, including billing inquiries and service changes.
• Document customer interactions and maintain accurate records in our CRM system.
• Collaborate with technical support and field service teams to resolve complex issues.
• Follow up with customers to ensure their issues are resolved and they are satisfied with our service.
• Stay up to date with product knowledge and industry trends to provide accurate information to customers.
• Schedule new customer installations and service requests as needed.
• Minimal floating to sister branches may be required on occasion.