Blue Stream Fiber

Fiber-based internet and TV for communities

Bilingual Customer Experience Associate

Customer SupportUpdated on Nov 13

Full-timeCoral Springs, FL, USANo salary listed

About the Job

Requirements

Two years of related customer/client focus experience.
A high school diploma or four years of relevant experience.
Ability to communicate in English.
Proficiency in Microsoft Office, Excel, and PowerPoint.
Ability to multitask across multiple tools and systems, including knowledge bases, team meetings, supervisors, computers, multiple screens, and customer databases.
Ability to explain account information, billing statements, products, and services clearly to customers, with a focus on first-call resolution, revenue retention, and building value.
Ability to resolve customer concerns using active listening, empathy, professionalism, and problem-solving.
Ability to maintain company policies and procedures while applying sound judgment within scope.
Ability to work in a fast-paced, structured, dynamic, high-transaction environment; maintain composure in stressful situations; and manage and de-escalate upset customers.
Ability to achieve established goals and performance metrics.
Ability to work independently and seek leadership support when necessary.
Availability during office hours Monday through Friday, 8:30 a.m. to 5 p.m., and flexibility to work overtime, extended hours, evenings, and weekends as required.
Professional attire and appearance appropriate for a retail in-person environment.
Ability to handle moderate noise, lift up to 35 pounds, and stand for prolonged periods.
Ability to travel to other locations as business needs dictate.

Responsibilities

Assist customers with payments, equipment returns, starting or changing service, and questions about products and services.
Provide Tier I technical troubleshooting and support, including basic connectivity and signal checks and equipment reboots.
Assist in-person customers and support the Customer Experience Team by handling live chats or phone calls, addressing billing inquiries, account questions, and basic troubleshooting tasks.
Communicate customer concerns to leadership.

Desired Qualifications

Bilingual ability in any language is a plus.
Flexibility and openness to change.

As an In-Person Customer Experience Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
Provide Tier I technical troubleshooting and support to resolve customer service issues (e.g., basic connectivity, signal checks, equipment reboots).
In addition to in-person customers, assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
Communicate with leadership regarding concerns brought up by customers.
Be flexible and open to change.
Available during office hours, Mon-Friday 8:30am-5pm. Flexibility to work overtime and extended hours as needed to provide seamless support for evolving business needs.

Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
Very comfortable working with computers, multiple screens, customer databases.
Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope.
Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers.
Demonstrates ability to achieve established goals and performance metrics.
Maintains exemplary attendance and punctuality, with the flexibility to work evenings, weekends, and overtime as required by the business.
Able to work independently but seek leadership support when necessary.
High School Diploma or 4 years of relevant experience
Two years related experience Customer/Client Focus
Able to communicate in the English language. Bilingual in any language is a plus.
Proficient in Microsoft Office, Excel, and Power Point

Physical Demands/Working Conditions:

Professional attire and appearance for a retail in-person environment.
Exposure to moderate noise level.
Work hours and travel to other locations as business needs dictate are necessary.
Handle a physically demanding job, lifting up to 35 lbs.
Ability to stand for prolonged periods of time

About the Company

Blue Stream Fiber

Fiber-based internet and TV for communities

Blue Stream Fiber provides internet and TV services in Florida using a fiber network. It serves residential customers and community associations (HOAs and COAs) with bulk service agreements that cover entire neighborhoods. Services are delivered through a fiber-based broadband network and a mobile app that lets customers watch live TV, on-demand content, and recordings on their devices. The company earns recurring revenue from monthly subscriptions for internet and video packages. It differentiates itself with 24/7 customer support and a focus on customer service and ongoing network innovation. Its goal is to offer reliable, high-speed fiber connectivity and TV services to Florida communities, supported by easy bulk agreements for neighborhoods and strong customer care.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Coral Springs, FL
Founded: 1978

Recently Posted Jobs

Explore more opportunities at Blue Stream Fiber

See more jobs