Customer Service Representative

About Us

Fatbeam Fiber, headquartered in Coeur d’Alene, Idaho, is a leading provider advancing innovation and connecting communities with reliable, scalable, and flexible fiber-based internet solutions to carrier, commercial, government/education, healthcare and residential customers. Established in 2010, Fatbeam is one of the fastest growing fiber providers in the West with 150,000+ fiber miles across eight states and 150+ cities. Offering competitive pricing and stringent service level agreements, Fatbeam makes connectivity simple! In short, we are driven, passionate, responsive and, most importantly, flexible.

Position Summary

The Customer Service Representative is one of the frontline team members responsible for assisting customers and delivering an exceptional customer experience. As a Customer Service Representative, you will serve as one of the first points of contact for our customers, working closely alongside our Customer Solutions Specialists to provide timely support and guidance.

This role includes assisting customers with inquiries, providing account support, coordinating dispatch scheduling, conducting outbound follow-up communication, completing account setup, and managing the residential customer experience from start to finish. You will need excellent customer service and communication skills, a friendly and patient demeanor, and the ability to understand and address customer concerns effectively.

Using our internal tools and resources, you will work to resolve customer issues efficiently while ensuring a positive experience. More complex issues may require collaboration with or escalation to the appropriate internal teams to ensure a complete resolution.

This is an in-office position based in Southern Idaho.

We’re looking for someone with strong communication skills, a problem-solving mindset, and a willingness to learn. This role requires a customer-first attitude, as well as the ability to collaborate with other teams when needed.

Position Responsibilities

• Raise information, technical issues, and network requests to the network or outside plant team(s) or senior support specialists.
• Prioritizing and organizing customer accounts for out-bound follow-up communications
• Provide information systems technical support for routine customer issues
• Identify problems with network operations and provide potential workarounds.
• Perform basic up-front troubleshooting with the customer
• Create appropriate trouble tickets within the company databases and assuring the status of the customer situation stays up to date
• Must be able to multi-task in a fast-paced environment
• Must be detail oriented
• Must perform well under pressure
• Must have excellent customer service skills, both internally and externally

Experience/Minimum Requirements

• 3+ years in the customer service field is recommended
• Must have basic to skilled knowledge of most computer databases
• Must have excellent customer service skills
• Experience in the Telecommunication Field is a plus

Compensation and Benefits

• Fatbeam offers market competitive total compensation packages that consists of base pay, incentive compensation for many positions, equity based long term incentive compensation and a full array of robust benefits including health insurance, FSA/HSA accounts, 401K retirement plans, paid leave, and other benefits.
• Above all, we offer a rewarding and performance-oriented culture where our employees feel valued and are part of a great team.

Additional information

Fatbeam requires a background check and the acceptance of a basic non-compete documents for all employees. The background check takes 3-5 days. This offer would be pending upon the results of the background check. We will also need to confirm that your driving record will not prohibit us from adding you to our insurance policy for company vehicles. Lastly, to protect our intellectual property, confidential information, and client relationships, it is our policy to require that employees execute an Employee Conduct Agreement governing these matters. Your execution of this agreement is also a condition of this offer of employment. Your employment with Fatbeam is "at will", which means that you have the right to leave your employment with us at any time while Fatbeam also reserves the right to end the employment relationship at any time.

Fatbeam is an EEO employer.