Role Description Mercury Fiber is seeking a friendly, dependable, and customer-focused Customer Service Representative to provide exceptional service to our customers. In this role, you will assist customers with account inquiries, billing questions, service requests, troubleshooting, and scheduling while delivering a positive experience on every interaction. This is an entry-level position with paid training and opportunities for career growth within the company. - Deliver exceptional customer service through inbound phone calls, chat, and other communication channels. - Assist customers with billing inquiries, account updates, payments, and general account maintenance. - Troubleshoot basic internet and service-related issues while identifying when advanced technical support is needed. - Schedule installations, service calls, repairs, and technician appointments. - Educate customers on Mercury Fiber products, services, and available promotions. - Identify opportunities to recommend products and services that best meet customer needs. - Accurately document customer interactions in company systems. - Resolve customer concerns professionally while maintaining a positive customer experience. - Meet established quality, productivity, attendance, and customer satisfaction expectations. - Collaborate with other departments to ensure timely resolution of customer issues. Qualifications - High School Diploma or GED required. - 1-2 years of customer service or call center experience preferred. - Experience in telecommunications, internet service, or technical support is a plus. Requirements - While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. - Specific vision abilities required by this job include close vision requirements due to computer work. - Light to moderate lifting may be required. - Regular, predictable attendance is required; including quarter-driven hours as business demands dictate. - Ability to sit at a computer terminal for an extended period. - May be required to operate general office equipment including but not limited to copiers, printers. Benefits - Health, Vision, Basic Dental & Life Insurance - STD, LTD - 401k - Paid Time Off - Paid Training

• Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. • May be viewed as specialist on certain products. • Specializes in the servicing and repair of a core set of highly complex office products. • Manages territory, inventory, and customer relationships. • Provides 2nd level technical support to other technicians. • Achieves expected productivity levels associated with assigned workload and level of experience. • Actively drives revenue generating opportunities through supply leads, contract sales, etc. • Performs troubleshooting and repairs or replaces equipment components as necessary. • Conducts OJT for new and experienced technicians as required. • Conducts technical seminars as required. • Assumes responsibilities of Field Technology Service Manager as required.

• Assist customers through phone and live chat. • Answer product and account-related questions. • Guide customers through our platform. • Learn our software and become proficient in using it. • Resolve customer concerns or escalate when appropriate. • Deliver a warm, professional customer experience on every interaction.

• Independently review medical records, bills, and supporting documentation to ensure demand-ready accuracy • Verify billing and treatment timelines (dates, providers, gaps) and flag documentation issues before package assembly • Build and organize complete demand packages with properly labeled supporting exhibits • Identify missing records, bills, liens, or key documents and clearly communicate what’s needed to close the file • Navigate disorganized or incomplete case files to locate relevant documents quickly and confidently • Maintain consistent exhibit preparation and documentation standards suitable for attorney review • Support demand submission workflows using demand preparation software (EvenUp or similar) • Manage multiple active demands at once while meeting volume and deadline expectations • Track and update demand tasks and statuses inside the case management system to keep workflows moving • Contribute to process improvements that reduce rework and increase quality at scale