Customer Success Associate – Ignacio/Durango, CO Remote

Bonfire Engineering and Construction
7 reviews
Durango, CO
Remote
$55,000 - $65,000 a year - Full-time
Pay in top 20% for this fieldCompared to similar jobs on Indeed

Profile insights

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Skills

Do you have experience in Technical support?

Education

Do you have a Associate's degree?

Job details

Here’s how the job details align with your profile.

Pay

  • $55,000 - $65,000 a year

Job type

  • Full-time

Shift and schedule

  • 8 hour shift
  • Day shift
  • Monday to Friday

Location

Durango, CO

Benefits
Pulled from the full job description

  • 401(k)
  • 401(k) 4% Match
  • 401(k) matching
  • Cell phone reimbursement
  • Dental insurance
  • Disability insurance
  • Employee assistance program

Full job description

At Bonfire, we believe that every American deserves access to affordable broadband because it makes their lives better. We believe that broadband is for all – not for some. We believe in eradicating digital inequity with infrastructure and services that last for generations.

The culture of our business and our people are what makes us different. Our passion is creating an environment where everyone matters and can make a difference. We hire, we inspire, and we grow together based on these values – that’s the Bonfire way.

Our Core Values:

  • Our Commitment: We create passionate supporters of our clients so we can deliver on our greater purpose.
  • Character Matter: We treat everyone with respect, honesty, and dignity.
  • Be the Fuel: We learn, grow, and push ourselves to be better.
  • Collaborate, Don’t Isolate: We are transparent with our ideas without ego or agenda.

As the Customer Success Associate (CSA), you will be on the front lines by ensuring our customers, both Internet Service Providers (ISPs) and end-users, are supported and that the Bonfire Fiber Platform is operating at the highest levels of success. You will be responsible for ensuring a seamless and positive experience for our valued customers,for all things related to customer experience and supporting the COS Platform.

What You Get to Do (Duties/Responsibilities):

· Foster and continue building a call center department through world-class experiences that are highly valued.

· Manage and interact with customers at every stage of their journey, delivering a world-class partnership.

· Maintain, monitor, and become the subject matter expert (SME) of the overall health of the Bonfire Fiber COS Platform to ensure data, workflows, and processes are progressing continuously.

· Be a partner in training existing customers and prospective customers through software demos and education.

· Provide reporting and communicating customer service performance updates to the leadership team.

What We Are Searching For (Required Skills/Abilities):

Customer Service Mindset

· Extensive customer service background to include patience and empathy when dealing with customer challenges and the ability to handle difficult or irate customers professionally and with a positive mindset.

· Interact with customers at every stage of their journey, ensuring that customer feedback is captured, valued, and relayed to the right team for action. Building rapport with customers to enhance their overall experience.

· Manage the customer support process, including receiving, routing, and resolving service orders and issues.

· Manage the relationship with a third-party customer service firm with direction, scripting, and processes.

· Manage technician scheduling of drops, in-home wiring, and One Call ticketing for drop installations.

Communication

· Excellent verbal and written communication skills with the ability to actively listen to seek understanding of customer needs and concerns.

· Ability to convey technical information in a clear and understandable manner.

· Provide monthly reporting, along with review meetings with ISPs on all facets of customer service performance.

Quality Assurance and Follow-Up

· Maintaining a positive and professional demeanor, even in challenging situations.

· Building rapport with customers to enhance their overall experience.

· Proactive follow-up with customers to ensure their issues are fully resolved.

· Checking in with customers to gather feedback and ensure satisfaction.

Problem-Solving and Conflict Resolution

· Analytical mindset for identifying and solving customer problems.

· Critical thinking skills to assess situations and propose effective solutions.

· Ability to escalate issues to appropriate teams when necessary.

Data Entry and Documentation

· Manage customer data and platform to ensure clear, concise, and accurate data within COS.

· Provide basic data analysis skills to interpret customer trends and behavior.

· Using data to identify areas of improvement and recommend changes.

Technical Proficiency

· Become a subject matter expert (SME) in the Bonfire Fiber’s COS Platform, including all its capabilities and features, and the nuances of its functionality for different user personas.

· Monitor the health of the COS Platform by ensuring that workflows and processes are continually progressing forward, guaranteeing the utmost and highest customer satisfaction.

· Support our customers with in-depth training, user set-up, and all ad hoc support, as needed.

· Perform software demos to prospective customers and other relevant personas, highlighting the benefits of our Platform.

Product and Market Knowledge

· Familiarity with telecommunications products and services.

Time Management

· Effective time management skills to handle multiple customer inquiries simultaneously.

· Ability to multi-task and work in a fast-paced, call center environment.

· Ability to prioritize tasks based on urgency and importance.

Education/Certifications/Experience:

· 4+ Years’ Experience in customer service and/or technical support within the telecommunications industry.

· Associate degree in business administration or communications, highly preferred.

What’s In It for You?

Base Pay: $55,000 - $65,000 annually

Supplemental Pay:

  • Bonus Pay: 10% Annually
  • Phantom Equity Shares Program

Benefits and Ancillary Benefits:

· A Great Culture and Environment

· Active Community Giving Program

· Rewards/Engagement Program

· Professional Growth Account (PGA - for tuition reimbursement)

· Flexible Time-Off

· New Hire Remote Office Stipend

· Monthly Cell Phone Reimbursement

· 401(k) + Company Matching

· Aetna and Kaiser Health Plans, Delta Dental, and Vision Care for Life Plans

· Health Savings Account

· Flexible Spending Account

· Employee Life Insurance

· Short-Term and Long-Term Disability

· Aflac Group Critical Illness

· Generous EAP Mental Health Program

· Discounted Gym Membership

· Generous Employee Assistance Program

Join our team and be a pivotal part of delivering exceptional customer experiences in the rapidly evolving telecommunications industry. If you are passionate about customer success, technology, and driving positive change, we invite you to apply and contribute to our commitment to customer satisfaction and innovation.

Additional Details:

At a minimum, background checks, education verification, employment verification, and drug screens will be conducted upon hire. Your suitability for employment is contingent upon successfully passing these required pre-employment screenings.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

  • 401(k)
  • 401(k) 4% Match
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Paid training
  • Parental leave
  • Professional development assistance
  • Referral program
  • Tuition reimbursement
  • Vision insurance
  • Volunteer time off
  • Work from home

Compensation package:

  • Bonus opportunities
  • Stock options

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Application Question(s):

  • How many years of Customer Success experience do you have with direct customer interactions where you were the front-line point of contact?

Education:

  • Associate (Preferred)

Experience:

  • Customer service: 4 years (Required)
  • Microsoft Office: 2 years (Required)

Location:

  • Durango, CO (Required)

Willingness to travel:

  • 25% (Required)

Work Location: Remote

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