ABOUT THE COMPANY:
Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com.
Join an amazing team of telecommunication professionals! Bluebird is a dynamic growing company in need of a Customer Care Associate to be a part of a collaborative team. This is a full-time, benefit eligible position in our Kansas City Office. All of us at Bluebird work hard to meet objectives for the organization and live the mission and values of this growing company to meet a common goal. Check out this video that highlights our amazing company culture.
POSITION PURPOSE:
Bluebird is seeking a customer-focused, positive, and solution-oriented Customer Care Associate to join our team. As a key member of the Customer Care team, you will play an important role in building and maintaining strong customer relationships by delivering exceptional service and support throughout the customer journey.
The Customer Care Associate serves as a primary point of contact for customers, responding to inquiries, resolving concerns, and providing guidance on Bluebird's products, services, and billing. Through every interaction, you will demonstrate professionalism, empathy, and a commitment to creating a positive customer experience while supporting the overall success of the business.
Required Qualifications:
- High school diploma or equivalent.
- Previous experience in customer service, customer care or account support is preferred.
- Outstanding verbal and written communication skills.
- Strong interpersonal skills with a passion for helping customers.
- Excellent problem solving and conflict resolution abilities.
- Ability to remain calm, empathetic, and professional when handling challenging situations.
- Strong organizational skills and attention to detail.
- Comfortable learning new technology and working with multiple software applications.
- Proficiency in Microsoft Office applications.
- Ability to work independently while contributing to a collaborative team environment.
Primary Responsibilities
- Deliver exceptional customer service by responding to customer inquiries via phone and email in a professional, friendly, and timely manner.
- Build and maintain positive relationships with customers by understanding their needs and providing effective solutions.
- Assist customers with questions related to services, billing, payments, and account information.
- Investigate and resolve customer concerns, ensuring issues are handled accurately and efficiently from start to finish.
- Educate customers on Bluebird services, features and self-service resources to help them get the most value from their experience.
- Identify opportunities to recommend services or resources that align with customer needs.
- Support customers with payment inquiries and account balances, including discussing available payment options.
- Maintain accurate records of customer interactions, account updates and resolutions in company systems.
- Conduct follow-up communications to ensure customer satisfaction and confirm issue resolution.
- Proactively conduct outbound calls to customers strengthen relationships through satisfaction check-ins, invoice and account reviews, billing education, and discussions about services to ensure customers receive the greatest value from their Bluebird experience.
- Collaborate with internal departments to resolve customer concerns and provide seamless service.
- Protect confidential customer information by following company policies and privacy standards.
- Perform administrative and clerical duties as assigned.
- Contribute to a positive, collaborative team environment and support continuous improvement initiatives.
- Perform other duties as assigned by management.
Bluebird is an equal opportunity employer.