Customer Service Representative
Customer Service Representative
Location: On-site/Irvine
Our Customer is seeking a motivated Customer Service Representative to join their Customer Experience team. This role is responsible for providing exceptional resident, customer service and technical support via phone, email, and chat channels that leaves the person with a feeling of being noticed and taken care of personally with a next-issue resolution mindset. Success in this position requires strong communication skills, adaptability, empathy, and a next-issue resolution focus, along with technical troubleshooting abilities and a collaborative spirit in a fast-paced, startup environment.
Responsibilities
- Resolve customer new order, installation, and technical support inquiries effectively and efficiently, with a sense of urgency and full issue resolution.
- Assist customers with new order coordination, liaising with our Field Services team and scheduling appointments.
- Respond promptly and professionally to inbound service availability inquiries and updates via phone and email, providing accurate information on our fiber internet services.
- Provide home network technical support; educate customers on products and services, and make recommendations to improve their internet experience.
- Perform outbound service and support follow-up contacts with residents and customers.
- Contribute to the team knowledgebase and training program by sharing opportunities for improvement.
- Support our Sales and Community Engagement teams with resident and customer support needs.
- Participate in our on-call/weekend/holiday coverage program as we scale operations.
- Contribute to a culture of trust, integrity, and collaboration.
- Understand and uphold our customer's core purpose and values and be passionate about what they do.
Desired Qualifications
- 2+ years of B2C experience in the customer service telecom and networking industry.
- 2+ years of providing technical support to B2C or B2B customers.
- Experience as a support agent in a startup environment.
- Proven problem-solving, analytical, and organizational skills.
- Excellent verbal and written communication skills.
- IP, IoT, Wi-Fi, consumer hardware/software experience with the ability to troubleshoot, diagnose, and provide workarounds, explaining technical issues in plain language.
- Demonstrated highest level of integrity, intellectual honesty, and strong work ethic.
- Advanced service skills in problem-solving, particularly home networking issues.
- Proficiency in Microsoft Office suite, JIRA, and GoTo or similar CRM platforms.
- Knowledge of the fiber internet market and technology trends is a plus.
- Experience working with Field Support teams is a plus.
- Experience building or improving support team processes and tools is a plus.
Please contact me for additional information about this amazing opportunity!