Copy of Customer Service Representative

At NLBC, we’re committed to delivering reliable service and creating a positive experience for every customer. As a Customer Experience Specialist, you’ll play a key role in supporting our subscribers by providing friendly, accurate, and efficient service. This position focuses on assisting with billing, service questions, product support, and account maintenance while helping ensure customers feel valued and confident in choosing NLBC.

This role is not supervisory. Instead, it’s hands-on, customer-facing, and collaborative—working alongside team members in Customer Service, Billing, Technical Support, and other departments to create seamless customer interactions.

Key Responsibilities

• Provide excellent service by assisting customers with billing questions, service changes, account updates, and general support needs.
• Answer inbound calls, emails, and in-person inquiries in a professional and timely manner.
• Monitor and respond to customer concerns, escalating issues when necessary to ensure resolution.
• Support accurate tracking of customer data, account information, and compliance requirements.
• Assist with sales and product support, including promoting available services and helping customers choose the best solutions for their needs.
• Help maintain an accurate inventory of consumer products (such as phones, accessories, and other equipment) by recording transactions accurately.
• Participate in product launches and promotions by learning new features, educating customers, and ensuring smooth rollouts.
• Contribute to process improvements, training sessions, and system enhancements to improve the customer experience.
• Work collaboratively across departments (Billing, Technical Support, Marketing, and Product teams) to ensure consistency in customer care.
• Complete all other tasks as assigned to support NLBC’s mission of providing outstanding customer service.

Qualifications

• Previous experience in customer service, billing support, or call center work is preferred.
• Strong communication and problem-solving skills.
• Comfortable using computer systems and learning new software.
• Ability to manage multiple tasks in a fast-paced environment.
• A positive attitude and a team-oriented mindset.

Why Join NLBC?

At NLBC, you’ll be part of a community-minded company dedicated to connecting families and businesses with high-quality broadband and communications services. We value teamwork, growth, and creating a workplace where employees feel supported and customers feel cared for.