About this position
Application Deadline: 3/20/2026 or until position is filled
Position Overview
The Universal Customer Support Representative is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers. This role is ideal for individuals who excel in fast-paced call environments, demonstrate strong empathy and communication skills, and take full ownership of customer issues with a focus on resolving concerns during the first interaction whenever possible. Universal Representatives are empowered to serve as the voice of the customer, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.
Key ResponsibilitiesInbound Customer Support & Issue ResolutionHandle a high volume of inbound customer calls while maintaining professionalism, empathy, and accuracyResolve a wide range of inquiries including billing questions, account updates, rate plans, and basic technical troubleshootingTake full ownership of customer issues from start to finish, actively listening and confirming resolution before ending the callBalance efficiency with quality by resolving issues correctly the first timeBilling, Account & Self-Service SupportReview customer billing ledgers, explain charges clearly, and resolve billing concernsAssist customers in selecting appropriate rate plans, equipment, and additional servicesGuide customers through the customer portal and self-service tools, ensuring understanding of next stepsAccurately document all interactions and update customer recordsTechnical Support (Foundational)Provide basic technical support for Internet, VoIP, email, web hosting, and Ethernet servicesTroubleshoot service issues using established tools and proceduresUse sound judgment to schedule onsite service visits or equipment replacements when neededCollaboration & Continuous ImprovementCommunicate recurring customer issues and process gaps to internal departmentsAdhere to all policies, procedures, and quality standardsMaintain punctuality, reliability, and a professional demeanor in a team environmentPosition Overview
The Universal Customer Support Representative is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers. This role is ideal for individuals who excel in fast-paced call environments, demonstrate strong empathy and communication skills, and take full ownership of customer issues with a focus on resolving concerns during the first interaction whenever possible. Universal Representatives are empowered to serve as the voice of the customer, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.
Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/