Job Summary

We are seeking an Inbound Customer Service Representative for a direct hire, on-site customer support and sales opportunity in Monroeville, PA. This role is ideal for a customer-focused professional who enjoys helping people, solving problems, and recommending internet services that match customer needs.

This opportunity offers paid training, monthly performance bonus potential, employee discounts, advancement opportunities, and a casual, team-oriented work environment. Employees can expect supportive leadership, a positive workplace culture, free on-site parking, employee engagement activities, food events, and a team focused on training, performance, and long-term success.

Key Responsibilities

- Assist inbound customers with account questions, equipment activation, password resets, service plans, and general internet service support.
- Provide clear product information and recommend internet service options based on each customer’s needs.
- Process orders, service requests, account updates, and customer changes accurately across multiple computer systems.
- Resolve customer concerns with patience, professionalism, and a strong focus on service quality.
- Meet customer service, sales, quality, attendance, and performance goals.
- Document customer interactions thoroughly and maintain accurate account records.

Compensation and Benefits

- Pay: $16.00 per hour.
- Overnight shift differential: Additional $1.00 per hour.
- Monthly bonus potential: $300 to $616 based on performance.
- Job type: Direct hire.
- Work location: On-site in Monroeville, PA.
- Paid training: 2 weeks, Monday through Friday, 8:30 PM to 5:00 AM.
- Regular schedule after training: Friday through Tuesday, with shifts starting at either 9:00 PM or 1:00 AM.
- No time off during training.
- Significant time off is discouraged during the first 90 days.
- Attendance is important for continued bonus eligibility.
- Medical, dental, and vision insurance.
- Paid time off.
- Free mobile phone and employee plan.
- Reduced family mobile plans.
- Employee discounts and perks.
- Referral program.
- Paid on-the-job training.
- Advancement opportunities.
- Free on-site parking.
- Casual work environment with team activities, food events, and employee engagement opportunities.

Required Qualifications and Skills

- Support inbound customers with internet service questions, account needs, technical troubleshooting, and product information.
- Recommend service options, process account updates, and complete customer requests accurately.
- Manage customer interactions across multiple computer systems while maintaining detailed records.
- Work toward customer service, sales, quality, attendance, and performance goals.

- 1 to 2 years of customer service, call center, retail, sales, or related customer-facing experience preferred.
- Ability to work on-site in Monroeville, PA.
- Ability to complete the full paid training schedule without time off.
- Availability to work the regular overnight schedule after training, Friday through Tuesday, with shifts starting at either 9:00 PM or 1:00 AM.
- Strong communication, listening, and problem-solving skills.
- Comfortable using multiple computer systems and accurately entering customer information.
- Professional, patient, and customer-focused approach to resolving concerns.
- Ability to learn internet service products, account processes, and support procedures.
- Reliable attendance and commitment to meeting performance goals.

Preferred Qualifications

- Previous experience in an inbound call center, customer support, telecommunications, internet services, retail sales, or technical support environment.
- Experience recommending products or services based on customer needs.
- Comfort working overnight shifts in a performance-based customer service setting.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.