Customer Service and Internet Support Associate

Waitsfield and Champlain Valley Telecom, a Vermont based telecommunications solutions provider, located in central Vermont, is seeking a qualified Customer Service and Internet Associate to join our team in our Champlain Valley Service Area (Hinesburg Business Office).

Hours of Operation:    Monday – Friday | 8:00 AM – 5:00 PM
Reporting Office:         14 Thorn Bush Rd., Hinesburg VT | Hybrid Work Option
Hourly Wage Range:   $20.00 – $26.00 per hour

About the Role: As a Customer Service and Internet Support Associate, you’ll be the frontline connection for customers and partners, delivering a seamless experience across phone, email, chat, and in person support. You’ll assist with service orders, troubleshooting, scheduling, and fiber installation coordination while communicating clearly, staying adaptable, and collaborating across teams.

Essential Duties and Responsibilities 

Customer Support and Technical Assistance:
Interact with customers either by phone, internet, live chat, as well as in person, to appropriately support customers by providing high-quality telephone, broadband, and technical support. Reconciles concerns regarding customer accounts and appropriately documents service-related problems. Responsible for conducting outbound calling and scheduling to support continued deployment and installation of fiber optic service for customers.

Sales and Promotion:
Demonstrates ability to recommend appropriate solutions or upgrades using consultative selling techniques based on customer needs.

Service Orders, Billing and Account Management:
Responsible for accurately preparing product service orders accurately to ensure customer records are complete and up to date, maintaining the integrity of customer information. Additionally, responsible for processing payments, credits, adjustments, and negotiating payment arrangements according to policy.

Additional Responsibilities:
Handle receptionist/cashier functions, enter and process payments daily, true-up cash drawer and prepare, as well as deliver deposits to the bank. Handle customer service incoming and outgoing mail daily. Process deposits as requested for WCVT customers.

Interacts with other members of the Customer Service, Technical Support, and Network departments to research and resolve higher-level service related and/or technical support issues in support of the organization’s philosophy of providing an exceptional customer service experience.

WCVT Competencies:
Competencies define the skills, behaviors, and expectations that help employees succeed in their roles.

• Customer Focus: You consistently put the customer at the center of every interaction, working to understand their needs, resolving concerns quickly, and creating a positive, frictionless experience.
• Instills Trust: You act with integrity, maintain confidentiality, follow through on commitments, and build confidence with customers and colleagues through dependable, ethical behavior.
• Communicates Effectively: You communicate clearly, professionally, and with empathy, while actively listening — whether explaining technical steps, coordinating schedules, or collaborating with teammates.
• Nimble Learning: You learn new technologies, processes, and product updates quickly, applying new knowledge to improve customer outcomes and team efficiency.
• Demonstrates Self Awareness: You seek feedback, recognize personal strengths and development areas, and model a growth mindset in daily interactions.

Physical Demands/ Work Environment:

• Ability to exert up to 20 lbs. of force occasionally to lift, carry, push, pull, or otherwise move objects.
• Requires frequent periods of walking, sitting, standing, and crouching.
• Visual acuity sufficient for work that deals largely with alpha and numeric figures.
• Normal climate controlled office environment with many distractions.
• Moderate to extended viewing of multiple computer monitors simultaneously.

Requirements:

• High school diploma or equivalent plus a minimum of one year’s customer service and/or sales experience. Demonstrated work experience within a call center environment with established sales experience preferred.
• General internet experience both from a technical, as well as selling aspect. Knowledge of e-mail, web hosting, broadband and wireless connectivity preferred.
• Knowledge of both hardware and software applications is desirable, including a knowledge of a variety of mobile, wireless, and streaming devices and their corresponding operating systems.
• Ability to multitask across multiple systems while maintaining accuracy.
• Ability to concentrate and pay close attention to detail when reviewing figures and performing non-complex arithmetic calculations to ensure accuracy and integrity of customer information.
• Ability to effectively communicate and work within a team atmosphere to establish rapport and successfully interact with co-workers to actively support an environment where teamwork is essential to the success of the Department.