Bluepeak is looking for a dedicated Customer Experience Specialist I to deliver exceptional service support to both internal teams and external customers. As a Customer Experience Specialist I, you will manage inquiries across sales, billing, and service, providing timely solutions while maintaining professionalism. This role is ideal for someone with strong communication skills, a problem-solving mindset, and experience in the telecommunications or fiber optic industry who wants to grow in a dynamic, customer-focused environment.
Role Overview: Customer Experience Specialist I
As a Customer Experience Specialist I, you will handle customer interactions through phone, in-person, and digital channels. Your focus will be on resolving service requests, coordinating with internal teams, and ensuring an outstanding customer experience. You’ll be instrumental in maintaining smooth operations and supporting the growth of Bluepeak’s fiber optic services.
Key Responsibilities for Customer Experience Specialist I
Customer Support & Issue Resolution
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Respond to incoming service requests regarding sales, billing, and service issues efficiently and professionally
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Escalate priority issues and transfer to the appropriate department when necessary
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Use internal systems to research, track, and resolve customer inquiries
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Complete required documentation accurately for every customer interaction
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Coordinate with other departments to ensure prompt problem resolution
Order Entry & Service Management
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Process new service orders and schedule installations for services sold by DTD agents
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Handle service upgrades and changes requested by technicians
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Provide accurate product and service information to sales and service teams
Digital Customer Care
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Deliver customer support via social media platforms and online applications
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Educate customers on self-service tools and digital offerings
Required Qualifications
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High School Diploma or GED required
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1-2 years of customer service experience in telecommunications or fiber optic industry preferred
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Knowledge of ICOMS billing system preferred
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Advanced time management and organizational skills
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Strong verbal, written, and presentation skills
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Ability to maintain professionalism in dynamic or challenging situations
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Proficiency with MS Office Suite (Outlook, Word, Excel, PowerPoint, OneNote)
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Experience with software like Salesforce, Peakview, Ticketview, GoCare, Front applications
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Must be able to pass background and drug screening
Physical & Work Requirements
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Prolonged periods of sitting at a desk and working on a computer
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Regularly required to talk, hear, bend, reach, push, pull, and handle objects
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Close vision and focus required
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Must have reliable transportation and a valid driver’s license
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Ability to lift up to 5 lbs occasionally
Why Work at Bluepeak?
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Competitive compensation with annual bonus eligibility
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Comprehensive benefits: Medical, Dental, Vision, Life, and 401(k)
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Paid vacation, sick time, holidays, and personal days
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Professional development and opportunities for internal promotion
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Employee discounts on Bluepeak services, including internet
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Supportive, progressive, and inclusive work culture with flexibility to succeed
About Bluepeak
Bluepeak is redefining community connectivity with faster, reliable fiber optic services. Offering up to 5 gigabits for residential and 10 gigabits for business customers, Bluepeak delivers internet, TV, and smart home solutions that remove red tape, hidden fees, and slow responses. We are committed to building technology that meets the growing needs of how people live and work.