[Hiring] Customer Support Representative @Race Communications

Role Description

The Customer Support Representative is a customer-focused professional responsible for delivering timely and effective support across a variety of communication channels, including phone, email, chat, and messaging platforms. This role serves as a primary point of contact for customers, assisting with service inquiries, account management, order processing, and billing-related questions. The Customer Support Representative evaluates customer needs, provides accurate information, and resolves issues with a high level of professionalism and empathy. By clearly explaining products, services, and billing details, this role ensures customers have a strong understanding of their accounts and available solutions. The position also involves maintaining accurate records, managing service requests, and collaborating with cross-functional teams to ensure efficient issue resolution. Through strong communication, problem-solving, and attention to detail, the Customer Support Representative plays a key role in enhancing the overall customer experience, supporting customer retention, and contributing to operational efficiency.

Qualifications

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Minimum of one year of customer support and billing/accounting experience preferred
• Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred
• Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies
• Strong attention to detail and accuracy when handling customer and financial data
• Ability to type a minimum of 40 words per minute with accuracy
• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Requirements

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

Essential Duties and Responsibilities

• Customer Interaction and Support:
  • Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing
  • Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction
  • Provide clear explanations of products, services, account activity, and billing details
• Communication and Documentation:
  • Follow established communication procedures, guidelines, and policies to maintain high standards of customer service
  • Use appropriate tools and systems to provide accurate, valid, and complete information
  • Accurately document customer interactions, billing activities, and resolutions in CRM and billing system
  • Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking
• Customer Relations and Account Support:
  • Build and maintain strong customer relationships through professional, empathetic, and effective communication
  • Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage
  • Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately
  • Support customer retention by resolving concerns and reinforcing service value
• Billing and Payment Processing:
  • Process billing transactions accurately and in a timely manner using billing system
  • Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate
  • Process customer payments securely and efficiently
  • Update customer account, contact to maintain accurate records
• Billing Review and Dispute Resolution:
  • Review billing data for accuracy and completeness, identifying and correcting discrepancies
  • Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally
  • Verify billing details against contracts, orders, and service records to ensure consistency
  • Collaborate with internal teams and customers to clarify and resolve billing concerns
• Order and Service Management:
  • Explain order, installation, and construction processes to customer
  • Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
  • Generate tickets for service issues, billing adjustments, and customer complaints as needed
• Reporting and Record Management:
  • Maintain accurate billing records, documentation, and supporting files for auditing and reference
  • Assist in generating reports related to billing activities, account status, and service trend
  • Help identify patterns or discrepancies and escalate as needed
• Collaboration and Coordination:
  • Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience
  • Assist with account reconciliation and support billing-related processes as needed
  • Communicate effectively with internal teams to resolve service and billing issues efficiently
• Customer Experience Enhancement:
  • Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy
  • Educate customers on billing processes, service features, and self-service tool
  • Provide guidance to help customers understand charges, avoid issues, and maximize service value
  • Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction
• Additional duties as required.

Benefits

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.