About Us
At Dragonfly Internet, we’re all about taking flight and empowering communities with faster, more reliable internet services. We have recently merged with Myakka Communications, a local provider of fiber optic internet and phone services in Manatee and Sarasota Counties in Western Florida. The partnership brings together two companies that have been at the forefront of rural telecommunications in their areas and will grow regional investment in high-speed, reliable products to underserved consumers. We understand the importance of staying connected, whether you're streaming, working, or simply browsing. With cutting-edge technology and fiber-fast speeds, we’re here to help you soar beyond slow, unreliable internet. Dragonfly Internet is growing quickly—are you ready to spread your wings?
About the job
We are seeking a dedicated and enthusiastic Customer Service Manager. In this role, you will be the first point of contact for our customers, providing support and resolving issues related to our internet services. Your goal will be to ensure customer satisfaction and maintain a positive image of our company. By supporting operations facilitation, you will oversee daily business activities to maximize efficiency. Additional responsibilities include managing billing questions sales support and acting as the liaison between the Myakka branch and Dragonfly corporate services.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to internet connectivity and service performance.
- Provide information about our products and services, including pricing, features, and promotions.
- Assist customers with account management, including billing inquiries and service changes.
- Document customer interactions and maintain accurate records in our CRM system.
- Collaborate with technical support and field service teams to resolve complex issues.
- Follow up with customers to ensure their issues are resolved and they are satisfied with our service.
- Stay up to date with product knowledge and industry trends to provide accurate information to customers.
- Schedule new customer installations and service requests as needed.
- Minimal floating to sister branches may be required on occasion.
Qualifications:
- High school diploma or equivalent; additional education or certifications in customer service or IT is a plus.
- 3+ years previous experience in a customer service role, preferably in the telecommunications or internet service industry retail experience a PLUS.
- Retail experience a PLUS.
- Strong communication skills, both verbal and written.
- Excellent problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Proficiency with computers and familiarity with CRM software.
- Patience and empathy when dealing with customers.
Benefits:
- Competitive salary and performance-based bonuses.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- 401K savings plan
- Opportunities for career advancement and professional development.
- Friendly and supportive work environment.
SP Broadband is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.