Job Description

As the first point of contact at NANA NET’s local office, the Customer Service Representative I (CSR 1) provides friendly, efficient customer service to our communities. This entry-level role handles front counter duties, answers incoming calls and digital messages, processes payments, and assists with basic service orders, trouble tickets, and account inquiries. The CSR I ensures customers are helped promptly and that routine issues are resolved or escalated appropriately to maintain high customer satisfaction.

Responsibilities

• Welcome and assist customers in person, over the phone, and via online chat/email; address basic inquiries professionally and direct complex questions to the appropriate resources.
• Accurately process customer payments (cash, check, credit card, ACH) and issue receipts; balance the cash drawer daily and prepare bank deposits.
• Create, update, and close service orders for new installations, service changes, or disconnects; coordinate standard scheduling with field technicians to ensure on-time service completion.
• Create, update and close trouble tickets for customer’s service issues; coordinate standard scheduling with field technicians to ensure timely resolution of issue. Assist customers with routine billing questions or disputes; provide information on account balances, take basic actions such as applying credits or setting up simple payment arrangements in line with company policies.
• Maintain up-to-date customer account information (contact details, service addresses, E911 data) and perform routine account updates or corrections as needed.
• Document all customer interactions and requests in the CRM/billing system; ensure follow-up on any pending issues and escalate technical issues or complex problems to senior staff or technical support as necessary.
• Support general office operations by generating daily payment and service order reports; maintain organized digital and paper records according to retention policies. Assist with local outreach events or annual meetings as a customer service representative of NANA Net when assigned.
• Must be able and willing to work on call during nights, weekends, and holidays.
• Must be able to perform other duties as assigned.

Qualifications

High school diploma or equivalent.

Minimum 1–3 years of experience in customer service (such as retail, front office, or call center roles).

Strong accuracy in cash handling and data entry; proficient with standard office software (e.g., Microsoft Word, Excel, Outlook).

Excellent communication and interpersonal skills, with a friendly and patient demeanor. Ability to de‑escalate minor customer issues and resolve inquiries professionally.

Working Conditions and Physical Requirements

Weather: Indoors - environmentally controlled; requires most or all work to be done inside. While performing the duties of this job, the employee is occasionally exposed to severe weather conditions.

Noise level: The noise level in the work environment is usually moderate.

Description of environment: Office building with standard office environment. The employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock.

Physical requirements: Employee is required to frequently lift and/or move up to 50 lbs and occasionally lift and/or move up to 100 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.

Travel: Yes. Must be willing and able to travel, as required, to job sites which may include the use of small planes and boats.