Race Communications is looking for a Customer Relations Agent Level 1 to provide courteous and professional service to our customers. You will educate customers on our fiber optic services, troubleshoot issues, and work to retain and grow our customer base while operating fully remotely.
What You'll Do
- Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries and provide support.
- Evaluate customer needs to deliver the best possible solutions and enhance satisfaction.
- Follow established communication procedures, guidelines, and policies to maintain high standards of customer service.
- Use appropriate methods and tools to deliver accurate, valid, and complete information to customers.
- Accurately document customer interactions and follow ticketing processes for proper record-keeping.
- Inform customers about Race products and services, ensuring they understand benefits and usage.
- Establish and maintain sustainable relationships and trust with customers through effective communication.
- Work closely with companywide teams to ensure a seamless and cohesive customer experience.
- Clearly explain billing invoices and procedures to customers, addressing questions or concerns.
- Efficiently process customer payments, ensuring accuracy and security.
- Update client contact and payment information as needed to maintain accurate records.
- Explain construction processes and procedures to customers and create complaint tickets when necessary.
- Explain the order process to customers and create orders accurately.
- Create tickets for service changes, including upgrades, downgrades, and cancellations.
- Troubleshoot residential phone, internet, and TV services using proper ticketing procedures to resolve issues effectively.
What We're Looking For
- Eligibility for US Employment without sponsorship.
- Minimum of 18 years of age.
- Minimum of one year customer support experience and/or equivalent work environment.
- Ability to type 40 words per minute.
- Ability to effectively communicate in English, including speaking, reading, writing, and comprehension.
Nice to Have
- Familiarity with CRM systems and practices.
- Proficiency in Spanish Language.
Technical Stack
- MS Office applications including Teams, Word, Excel, and PowerPoint
- Teleconferencing applications
- Common office equipment, computers, and office software
Team & Environment
Works closely with companywide teams.
Benefits & Compensation
- 100% Employer-paid medical, dental, vision, and life insurance.
- 401(k) with 100% Employer match up to 4% of annual income.
- Generous paid time off including sick, vacation, holiday and birthday pay.
- Free Race highspeed internet and phone service where available.
- Compensation: $17-$20 USD per hour.
Work Mode
This is a fully remote position for candidates located in California.
Race Communications is an equal opportunity employer.
