Customer Relations Agent 2

Job Title:

Customer Relations Agent 2

Classification:

Full-Time, Non-Exempt, At-Will

Reports to:

Support Manager

Department:

Customer Service

Location:

Onsite: Tehachapi, CA.

Location Status:

Work will be primarily performed onsite in our office. Occasional travel to and work from other Race offices or other off-site locations may be required.

Beware of scams that target job seekers. Race Communications will never provide a job offer without a comprehensive interview process (including in-person or secure video conferencing), request sensitive information through unsecure platforms such as email or text messaging, require candidates to pay fees, or pressure candidates to act without careful consideration. You can get more information about Race Communications at Race.com or contact our recruiting team directly.

About Us:

As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won't, serving over 30 communities across the state.

Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.

Summary:

The Customer Relations Agent 2 is a team player with integrity and an ability to lead by example. A successful CRA Level 2 will stay on track with goals and KPIs while providing an excellent support experience to both customers and internal field technicians. Level 2 is responsible for handling escalated troubleshooting for customer issues, supporting technicians during installs, repairs, and troubleshooting in the field, and working with the Network Engineering team to support Enterprise and Business customers.

This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.

Qualifications and Experience:

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
High School Diploma or GED or equivalent combination of education and experience is preferred
Spanish bilingual skills are desirable
Customer service support experience or experience in Sales is preferred
Familiarity with CRM systems and practices desired
2-3 years of experience in customer service or a related field, preferably in the telecom industry
Familiarity with telecom products, services, and technology, and the ability to stay up-to-date with industry developments and trends
Proficiency in using customer service software, such as CRM systems, call center software, and ticketing systems
Flexibility to work nights, weekends, and holidays
Skills:

Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Excellent communication skills, both verbal and written, and the ability to explain technical concepts in a clear and concise manner
Strong problem-solving and analytical skills, with the ability to quickly identify and resolve complex issues
Strong organizational skills, with the ability to multitask and prioritize competing demands
A customer-centric mindset and a passion for delivering exceptional customer service
Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
Functional use of common office equipment, computers, and office software
Strong time management skills, with the ability to manage priorities and workflow
Commitment to accuracy and high standards for quality of work
Ability to work with all levels of team members and management
Excellent problem resolution and customer service skills
Ability to deal effectively with a diversity of individuals at all organizational levels
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
Excellent verbal and written communication skills
Ability to work on complex projects with general direction and minimal guidance
Versatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgency
Good judgement with the ability to make timely and sound decisions
Highly resourceful team-player, with the ability to also be extremely effective independently
Ability to effectively present information and respond to questions
Essential Duties and Responsibilities:

Customer Interaction and Support:

Manages incoming and outgoing calls, chats, and/or emails
Identifies and assesses customers' needs to achieve the best solution
Builds sustainable relationships and trust with customers
Handles a high volume of customer inquiries through various channels
Resolves customer complaints and issues effectively and efficiently
Collaborates with other teams to ensure a seamless customer experience
Training and Onboarding:

Provides support to the Field Technicians and Level 1 Team
Trains and onboards new hires to the department
Documentation and Reporting:

Takes responsibility for day-to-day tasks being completed
Keeps records of customer interactions and processes customer accounts
Provides accurate and detailed reporting to support manager
Maintains SOP updates for Level 2
Communication and Escalation:

Follows and enforces communication procedures, guidelines, and policies
Identifies when to escalate and understands escalation procedures
At management discretion, provides support to the Level 1 team with handling incoming customer interactions and creating tickets
Technical Troubleshooting:

Identifies and troubleshoots technical issues with telecom services
Continuously develops and maintains knowledge of telecom products, services, and industry trends
Availability and Flexibility:

Open availability including nights, weekends and holidays
Other duties as necessary may include but are not limited to:

Successfully completes assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
Be available to participate in internal or external meetings, special functions, and professional development opportunities
Cross-trains and shares knowledge with other team members
Supports routine tasks
Maintains a professional appearance, hygiene, and demeanor
Performs other related duties as assigned by management
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
Company provided equipment including uniforms, safety, tools, vehicle, and tech
Free Race TV, highspeed internet, cable, and phone service where available
Working as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success

All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment.

All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Tehachapi, Yuba City, Chico, or South San Francisco, CA. The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary; you may not work full 8 hour days and there may be off days. Applicants further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process. Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements. Further details will be provided to you during the interview process, and before your start date.

Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation.

Reasonable accommodation(s) for qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed during the application or interview process, or workplace accommodations are required after a job offer is made, please contact ******** to initiate the interactive process.

Updated: 06/2024