About Company
Hawaiian Telcom, a proud member of the communities it serves, has been connecting Hawaii for over 130 years. As the state’s leading provider of integrated telecommunications services, we offer a full range of voice, video, internet, data, and advanced cloud services to residential and business customers across the Hawaiian Islands. We are deeply committed to fostering a culture of innovation, customer excellence, and community engagement, ensuring that our islands remain connected to each other and the world. Join our ohana and help us build a connected future for Hawaii.
Job Description
Are you an empathetic communicator with a passion for exceptional service, looking to make a significant impact from the comfort of your home? Hawaiian Telcom is seeking a dedicated and proactive Customer Service Executive to join our remote team, serving our valued customers across the beautiful Hawaiian Islands. In this vital role, you will be the friendly and knowledgeable voice of Hawaiian Telcom, providing crucial support and solutions for our range of telecommunication services, including high-speed internet, reliable phone lines, and cutting-edge TV services. Your primary objective will be to ensure every customer interaction is positive, productive, and reflects our commitment to excellence, embodying the spirit of aloha in every call or digital exchange.
This remote position offers the unique opportunity to contribute directly to Hawaii’s essential connectivity infrastructure, ensuring our residential and business customers receive the seamless service they expect and deserve. You will handle a diverse array of inquiries, from billing questions and service activations to technical troubleshooting and account management. Your ability to patiently explain complex technical details in an easy-to-understand manner, coupled with strong problem-solving skills, will be paramount. You will skillfully navigate multiple customer relationship management (CRM) systems and internal tools, meticulously documenting interactions to maintain comprehensive service records and facilitate efficient follow-ups. Collaboration with various internal departments, including technical support and field operations, will be key to resolving intricate issues and guaranteeing customer satisfaction swiftly and effectively.
At Hawaiian Telcom, we understand that our customers are our neighbors, friends, and local businesses, and their connection to the world relies on us. As a Remote Customer Service Executive, you will embody our core values of reliability, responsiveness, and respect. This isn’t just a job; it’s a chance to be at the heart of keeping Hawaii connected, making a tangible difference in the daily lives of thousands of residents and businesses. We are committed to empowering our remote team members with state-of-the-art tools, comprehensive training, and continuous professional development opportunities, fostering an environment where your contributions are recognized and your career growth is actively supported. If you thrive in a dynamic, fast-paced virtual environment, possess excellent communication and interpersonal skills, and are driven by a desire to deliver unparalleled customer experiences, we invite you to apply. Leverage your expertise to provide essential services, resolve challenges creatively, and build lasting customer relationships, all while enjoying the flexibility and balance that remote work provides. Join us in our mission to connect Hawaii, one satisfied customer at a time.
Key Responsibilities
- Manage inbound and outbound customer calls and digital communications, providing exceptional service and support.
- Resolve customer inquiries, complaints, and technical issues related to internet, phone, and TV services efficiently and empathetically.
- Educate customers on product features, service plans, and billing details.
- Accurately document all customer interactions and resolutions in CRM systems.
- Collaborate with technical support, sales, and field operations teams to escalate and resolve complex issues.
- Identify and escalate priority issues to appropriate internal departments.
- Maintain a high level of customer satisfaction and strive to exceed service standards.
- Adhere to company policies and procedures, including security and data privacy guidelines for remote work.
Required Skills
- Minimum of 3 years of experience in a customer service role, preferably in telecommunications.
- Exceptional verbal and written communication skills with a professional and friendly demeanor.
- Proficiency in using CRM software and other customer service tools.
- Strong problem-solving and conflict resolution abilities.
- Ability to work independently and manage time effectively in a remote work environment.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a dedicated workspace.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field.
- Experience with telecommunications-specific software and systems.
- Bilingual proficiency (e.g., Hawaiian, Tagalog, Japanese) to serve Hawaii's diverse population.
- Familiarity with the Hawaiian Islands and local community nuances.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Employee discounts on Hawaiian Telcom services.
- Extensive training and ongoing professional development opportunities.
- Flexible remote work schedule.
- Supportive virtual team environment and company culture.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter directly. Please highlight your relevant experience and explain why you are a great fit for a remote customer service role at Hawaiian Telcom.