Job Description

Customer Experience Champion

Company Overview

At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure. 

Job Summary

Archtop Fiber is seeking an enthusiastic and customer-focused Customer Experience Representative to join our Kingston-based team. In this on-site role, you’ll support both new prospects and existing customers by handling inbound calls and online chats. Your focus will be on sales, retention, appointment scheduling, and delivering exceptional customer experiences. You’ll help customers select the best fiber service for their needs, manage accounts, schedule installations, and provide timely, thoughtful support that builds customer loyalty.

J ob Responsibilities

· Convert inbound inquiries into new customer activations

· Upsell or cross-sell fiber internet services and bundles to existing customers

· Save disconnect or downgrade requests through persuasive, value-based retention efforts

· Promote referral programs, special offers, and autopay discounts to increase loyalty and value

· Answer inbound calls and chats in a timely, professional, and friendly manner

· Schedule and manage installation appointments and updates

· Follow up on marketing leads and pre-orders to maximize sales opportunities

· Accurately document all customer interactions and next steps in internal systems

· Provide proactive and timely resolution for customer inquiries and concerns

· Build customer loyalty and create value through thoughtful account management, identifying opportunities for additional products, services, and solutions

· Deliver an exceptional customer experience to our customers

· Represent the Archtop Fiber brand with enthusiasm and integrity

· Meet department productivity and quality standards

· Complete all training requirements

· Participate in team meetings, coaching sessions, and ongoing improvement initiatives

Job Requirements

• Must be available to work full-time on-site at our Kingston, NY location
• Based on performance, weekend and holiday shifts may be worked remotely from a pre-approved home environment
• High School Diploma or equivalent required
• Previous experience in Telecom, customer service, inbound sales, retention, or appointment scheduling preferred
• Knowledge of Microsoft Windows; proficiency in Word, Excel, and PowerPoint is a plus
• Ability to work efficiently with multiple applications and computer screens
• Strong communication, active listening, and relationship-building skills
• Results-driven and motivated to achieve performance targets

Benefits

· Competitive salary: $24–$27 per hour

· Comprehensive health, dental, and vision insurance

·401(k) with company match

· Paid time off and holidays

· Career development opportunities in a growing company

Archtop Fiber is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating a welcoming and inclusive environment for all.

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