About this position
The Customer Care and Information Specialist serves as the primary point of contact for walk-in customers and manages daily customer communication through live chat. This position greets customers, identifies their needs, and directs them to the appropriate team member or department. The role is responsible for daily operational tasks including helping customers, processing equipment returns, handling and distributing return mail, tracking and reporting walk-in activity, opening and securing the lobby, and maintaining a clean and professional front office environment. The Customer Care and Information Specialist works collaboratively with all teams as needed to support workflow and customer service standards. During periods of increased demand or staffing shortages, this position may assist with upgrades, disconnects, limited phone coverage, or other support functions. The role also provides assistance with marketing projects and other assignments as requested by leadership and reports directly to the Customer Experience Supervisor.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
Serve as the first point of contact for walk-in customers by greeting visitors, identifying needs, and directing them to the appropriate department or staff member.
Manage and respond to customer inquiries through live chat in a timely and professional manner.
Process equipment returns in accordance with established procedures, ensuring proper handling and internal routing.
Handle and distribute incoming and returned mail daily to the appropriate department.
Maintain daily walk-in tracking records and prepare a weekly summary report of lobby activity.
Open and secure the lobby at the beginning and end of each business day.
Maintain a clean, organized, and professional front office environment, including lobby materials and shared workspace areas.
Coordinate with all teams to support customer flow and operational efficiency.
Assist with account changes such as upgrades or disconnects when assigned.
Provide limited phone coverage during staffing shortages or high-volume periods.
Support marketing projects and other assignments as requested by leadership.
Education and Experience:
High school diploma or equivalent required.
Associate’s degree preferred; relevant experience may be considered in lieu of formal education.
Minimum of two years of customer service experience in a professional office, retail, call center, or service-based environment required.
Experience handling multiple communication channels such as in-person service, chat, or phone support preferred.
Experience working in a telecommunications, utility, or service provider environment preferred but not required.
Knowledge, Skills, and Abilities:
Strong verbal and written communication skills with the ability to communicate clearly and professionally in person and through live chat.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Strong organizational skills and attention to detail.
Basic understanding of customer account systems and the ability to learn billing or service platforms.
Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
Ability to work independently while maintaining coordination with multiple departments.
Professional appearance and demeanor.
Reliable attendance and punctuality.
Spanish fluency preferred but not required.
PHYSICAL/MENTAL DEMANDS
Mobility to work in typical office settings using standard office equipment is required. In addition, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone. Noise level in the work environment is usually moderate.
WORKING CONDITIONS
Typical office setting and meeting face to face with customers to discuss billing and payment arrangements.
LIMITATIONS AND DISCLAIMERS
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.