Customer Service Agent — PBB

Customer Service Agent — PBB

When the internet goes down, everything stops — the work-from-home meeting, the online class, the movie night, the connection to family.
For our client’s customers, broadband isn’t a luxury; it’s the utility their daily lives run on. That’s why the person who picks up their call matters so much.

Focus Services is looking for a Customer Service Agent to join our San Salvador team in support of PBB, a U.S.-based provider of high-speed fiber and broadband internet services.
As the first voice customers hear when something isn’t working, you’ll handle inbound calls covering connectivity issues, billing inquiries, and service upgrades — with a focus on resolving the issue on the very first call.

In this role, you’ll be part troubleshooter, part guide, and part reassuring presence. You’ll walk non-technical customers step-by-step through connectivity diagnostics, turn a frustrating outage into a positive support experience, and help customers who are considering leaving see why it’s worth staying connected.

No advanced networking expertise is required on day one — we’ll train you on the client’s systems, tools, and troubleshooting flows. What you bring is a logical mind, clear communication, and genuine patience.

What You’ll Do

• Handle inbound customer calls for connectivity issues, billing inquiries, service changes, and upgrade requests using the client’s support platform.
• Guide customers through technical troubleshooting and connectivity diagnostics — modem/router resets, signal checks, outage verification — using clear, jargon-free, step-by-step instructions.
• Resolve issues on the first call whenever possible, minimizing repeat contacts, truck rolls, and unnecessary escalations.
• De-escalate service-related complaints with a calm, reassuring tone — an outage is stressful, and your composure sets the tone for the entire call.
• Support customer retention by addressing frustrations proactively, presenting solutions, and reinforcing the value of the customer’s service.
• Identify appropriate service upgrade opportunities when they genuinely fit the customer’s needs, including speed tiers, equipment, and add-on services.
• Navigate multiple systems simultaneously during live calls — account records, diagnostic tools, outage maps — while maintaining accuracy on every account.
• Escalate confirmed outages, complex technical faults, and unresolved billing disputes to the appropriate tier-2 or field service teams with complete, accurate documentation.
• Meet or exceed individual performance targets, including First-Call Resolution (FCR), Average Handle Time (AHT), QA Score, and customer satisfaction (CSAT) benchmarks.
• Stay current on service plans, pricing, promotions, known outages, and network updates — accurate information is the foundation of every resolution.
• Maintain full attendance and punctuality — being ready at the start of your scheduled shift is a baseline expectation.

What We’re Looking For

• 1+ year of call center and customer service experience required.
• Inbound call handling experience is a strong advantage.
• Technical support or helpdesk experience is preferred, especially in internet, telecom, cable, or connected services.
• Customer retention experience is preferred — comfort with save conversations and de-escalation is highly valued.
• Strong verbal English communication skills, CEFR B2 minimum; B2–C1 preferred.
• Technically minded with a knack for logical, systematic problem-solving — you diagnose step-by-step rather than guessing.
• Patient, clear communicator who can translate technical steps into plain language for non-technical customers.
• Calm and reassuring under pressure, with a strong sense of urgency when a customer’s service is down.
• Highly adaptable — able to shift between troubleshooting, billing, and retention conversations within a single call.
• Able to multitask across screens, CRM platforms, and diagnostic tools during live customer interactions.
• Flexible availability for shift-based scheduling, including evenings, weekends, and holidays as required by business hours.
• Must successfully complete a background screening prior to start.
• No outbound or sales experience required — this is an inbound service and support role.

What We Offer

• Competitive base compensation with performance-based incentives tied to quality and resolution metrics.
• Structured onboarding with full training on broadband technology, troubleshooting flows, and the client’s systems — you’ll be confident on the phones before you take your first live call.
• Ongoing coaching, QA feedback, and a clear 90-day performance ramp so you always know exactly where you stand and what to work on.
• A supportive team environment where strong performers are recognized and consistently developed.
• Hands-on technical experience with a growing U.S. broadband provider — a genuine launchpad into technical support and telecom careers.
• Clear path for growth within the Focus Services organization as the program scales.

Our Ethos

At Focus Services, we believe the best customer experiences aren’t scripted — they’re built on training, trust, and genuine human connection.

When you represent PBB, you’re not just closing tickets. You’re getting a remote worker back online before their deadline, helping a student reconnect for tomorrow’s class, and reassuring a family that their home will be back up and running.
Every call starts with a problem — your job is to make sure it ends with a person who feels taken care of.

We take that seriously. Our job is to develop agents who do too.