Bilingual CSR Subscriber Support

Receives, assists with, and/or processes inquiries and related tasks in reference to customers of broadband (fiber) high-speed internet service within a Call Center setting. Additionally, may be required to assist with GreyStone Power activities in the event of a major outage.

Professionally handles complaints, answer questions, provides information, resolves issues, and enters and confidentially maintains accurate records using various computer systems for GreyStone Connect.

Exhibits excellent interpersonal skills in all interactions with external and internal stakeholders, while completing all tasks and/or steps promptly and accurately. Demonstrates and promotes a positive, friendly, courteous, and professional customer service environment. Demonstrates an eagerness to learn, engage, and professionally handle unusual or difficult situations.

• Provides accurate, clear, and complete information to customers, co-workers, and all stakeholders, fluently in writing or verbally, in either English and/or Spanish.
• Maintains confidentiality of and discretion regarding all customer information and account records.
• Uses good judgment to properly handle and/or process the following for GreyStone Connect (but is not limited to): a) service area inquiries; b) start, stop or transfer service; c) discuss account information such as balance amount, payment due date, and disconnect/reconnect activity, as well as other ISP information.
• Identifies, researches, and resolves customer issues using computer systems and resources, and through inter-departmental interactions. May include resources from other organizations within the GreyStone corporate environment.
• Demonstrates an awareness that the job exists to effectively serve each and every customer.
• Demonstrates openness to learn from feedback provided to improve performance.
• Understands call center metrics and how to adjust to improve performance.
• May be required to promote our ancillary services to help reach corporate sales goals.
• Adheres to all corporate and departmental policies, directives, and processes.
• Takes ownership of tasks through to completion.
•  Performs other duties, tasks, or functions as instructed by supervision.

• High School Diploma or Equivalent
• Provides accurate, clear, and complete information to customers, co-workers, and all stakeholders, fluently in writing or verbally, in either English and/or Spanish.
• Maintains confidentiality of and discretion regarding all customer information and account records.
• Uses good judgment to properly handle and/or process the following for GreyStone Connect (but is not limited to): a) service area inquiries; b) start, stop or transfer service; c) discuss account information such as balance amount, payment due date, and disconnect/reconnect activity, as well as other ISP information.
• Identifies, researches, and resolves customer issues using computer systems and resources, and through inter-departmental interactions. May include resources from other organizations within the GreyStone corporate environment.
•  Demonstrates an awareness that the job exists to effectively serve each and every customer.
• Demonstrates openness to learn from feedback provided to improve performance.
• Understands call center metrics and how to adjust to improve performance.
• May be required to promote our ancillary services to help reach corporate sales goals.
• Adheres to all corporate and departmental policies, directives, and processes.
• Takes ownership of tasks through to completion.
•  Performs other duties, tasks, or functions as instructed by supervision.