Customer Relations Agent Level 1 - Remote

Location: Remote: California. Location Status: Work will be primarily performed remotely from home office. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required. 100% Company-Paid Medical and Dental Benefits Free Fiber Internet Service Comp: $17-$20 USD per hour Shift: 5 days @ 8 hours Who We Are: We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose. Position Impact: 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.

Requirements

Qualifications and Experience:

• 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

Essential Duties and Responsibilities: Customer Interaction and Support:

• 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

Adhere to Communication Guidelines:

• Follows established communication procedures, guidelines, and policies to maintain high standards of customer service
• Uses the appropriate methods and tools to deliver accurate, valid, and complete information to customers
• Accurately documents customer interactions and follow ticketing processes to ensure proper record-keeping

Customer Relations:

• 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

Collaboration:

• Works closely with companywide teams to ensure a seamless and cohesive customer experience

Customer Account and Service Management:

• 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

Order and Service Management:

• Explains construction processes and procedures to customers and create complaint tickets when necessary
• Explains the order process to customers and create 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.

Benefits

As Part of Our Team, You Will Enjoy:

• 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 highspeed internet and phone service where available

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