Staff Specialist II

Classification: Non-Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

Responsible for handling a large volume of inbound and outbound calls, creating the best possible experience for every caller.

Candidate should be able to display active listening skills be customer focused, detail oriented and able to be efficient in a high-volume and fast paced environment. Candidates should also be polite, reliable, knowledgeable, willing to learn and adaptable to changing situations.

Performs job duties consistent within safety, legal, and regulatory requirements; company standards culture and business practices. Acts with the highest level of business and personal ethical standards in all aspects of job performance.

• Answering inbound customers professionally and responding to customer inquires and complaints
• Making outbound calls
• Using active listening to identify customers needs, concerns and complaints
• Problem solving to find best solution to meet customers needs
• Basic troubleshooting of products and services as trained
• Using de-escalation techniques on phone calls with customers
• Making product recommendations based on client needs in best interest of customer and company
• Handle and resolving customer complaints respectfully and professionally
• Redirect customers to appropriate departments and teams when appropriate
• Following up complicated customer calls where required
• Being an active participant in training and learning opportunities within the company

• High School Diploma or Equivalent
• Customer Service experience
• Skilled typing
• Experience in Microsoft Office
• Exceptional customer service skills including active listening, verbal and written communication.
• Ability to multitask
• Must have a demonstrated ability to communicate effectively with customers and other employees.
• Experience in Salesforce
• Must have excellent customer service skills.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $15.54 - $23.57

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.