[Hiring] Customer Relations Agent Level 1 @Race Communications

Role Description

The Customer Service Agent 1 provides customers with courteous customer service in person or over the phone. Assists in educating our customers on the full capabilities of our fiber optic services and troubleshoots when necessary. Strives to retain present customers and develops new business by extending professional and efficient service to serve customers’ needs.

• Handles incoming and outgoing calls, chats, emails, and messages to address customer inquiries and provide support
• Evaluates customer needs to deliver the best possible solutions and enhance satisfaction
• Follows established communication procedures, guidelines, and policies to maintain high standards of customer service
• Uses appropriate methods and tools to deliver accurate, valid, and complete information to customers
• Accurately documents customer interactions and follows ticketing processes to ensure proper record-keeping
• Informs customers about Race products and services, ensuring they understand the benefits and usage
• Establishes and maintains sustainable relationships and trust with customers through effective communication
• Works closely with companywide teams to ensure a seamless and cohesive customer experience
• Clearly explains billing invoices and procedures to customers, addressing any questions or concerns
• Efficiently processes customer payments, ensuring accuracy and security
• Updates clients' contact and payment information as needed to maintain accurate records
• Explains construction processes and procedures to customers and creates complaint tickets when necessary
• Explains the order process to customers and creates orders accurately
• Creates tickets for service changes, including upgrades, downgrades, and cancellations
• Troubleshoots residential phone, internet, and TV services using proper ticketing procedures to resolve issues effectively
• Other duties as assigned

Qualifications

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Minimum of one year customer support experience and/or equivalent work environment is required
• Must be able to type 40 words per minute, required
• Familiarity with CRM systems and practices preferred
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language a plus

Skills

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Benefits

• 100% Employer-paid medical, dental, vision, and life for all our employees
• 401 (k) with 100% Employer-matched up to 4% of your annual income
• Generous paid time off including sick, vacation, holiday and birthday pay
• Free Race high-speed internet and phone service where available