Essential Job Functions: Answers internal and external, residential customer's calls and emails concerning questions about billing, pricing, product information, & availability; Checks the customer service email queue daily; respond to emails and/or follows-up with phone calls; Sets deferred payment dates for customers having difficulty making payments in full; Educates customers on eligibility for Lifeline and the Affordable Connectivity programs; Volunteers to participate in after-hours events hosted by Rightfiber, our customers, vendors and the community; Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge; Manages customer inquiries and problems in a professional, effective and timely manner; Remains current with changing trends in the telecommunications, cable television and home security industries and the services and products offered by Rightfiber; Takes ownership to identify, research and resolve billing inquiries, and account changes; Retains existing customers through proactive customer service and consulting techniques, enabling customers to perceive value in the service; Verifies and completes required documentation for customer premise equipment, whether returned or issued; Responsible for entering and verifying all customers' information and service orders into applicable billing and operations software programs; Develops relationships with residential customers in person, on the phone or through written communications; Interacts with other groups to identify, troubleshoot, and/or resolve service and/or scheduling issues, and provides consistent follow-up to ensure timely completion or resolution that meets or exceeds customer expectations; Processes cash, bank drafts, check and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times; Balances cash drawer/posts payments daily/sets up and/or makes bank deposits daily; Able to travel to remote office locations, and/or other locations as required; Maintains confidentiality and security of all customer information; Recognizes, documents, and alerts the supervisor of trends in customer calls and/or interaction; Shares acquired information with team members, and provides information that can be used for new hire training or expanding others' knowledge; Communicates difficult or sensitive information tactfully; Makes outbound calls for the purpose of follow-up, courtesy, and collection; Demonstrates initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times; Applies knowledge of specific product details to troubleshoot and resolve minor problems and prevent unnecessary dispatch of a service technician; Able to regularly work flexible schedules, including overtime, nights, weekends, and some holiday; Demonstrates effective time management by prioritizing daily work activities; Projects a professional appearance and demeanor when interacting with customers or representing Rightfiber in other activities. Includes ability to follow written and oral instructions; Knowledge of voice, video and data industries; Knowledge of database software applications, i.e. billing systems, accounting systems, and vendor order systems; Basic computer experience including Word, Excel, Microsoft Edge and Outlook; Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation; Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems; Ability to effectively communicate with customers, co-workers, and various business contacts in a professional and courteous manner either in person, on the phone, or via email; Ability to pay close attention to detail; Ability to work with frequent interruptions; Ability to multitask efficiently and effectively; Ability to work independently and exercise initiative; Ability to effectively function as a team player; Ability to manage personal and work-related stress effectively; demonstrates effective time management skills, exhibits patience; Education and Experience: High School Diploma or GED plus one-year previous customer service experience is required.