Customer Support Representative - Remote - CA Only

2 hours ago
Full-time
Entry Level
Customer and Technical Support
Race Communications

Race Communications

Race Communications specializes in providing high-speed fiber optic internet services to both residential and business customers, leveraging its advanced FTTP technology to deliver faster and more reliable internet connectivity than major competitors.

Diversified Telecommunication Services
51-250
Founded 1994

Description

  • Handle incoming and outgoing calls, chats, emails, and messages to support customer inquiries about services, accounts, and billing.
  • Evaluate customer needs and provide accurate, timely, and empathetic solutions that improve customer satisfaction.
  • Explain products, services, account activity, invoices, charges, rates, discounts, and taxes in clear terms.
  • Document customer interactions, billing activities, and resolutions accurately in CRM and billing systems.
  • Maintain ticketing records, account updates, and supporting files for auditing and reference.
  • Process billing transactions and customer payments securely and on time.
  • Review billing data, investigate discrepancies, and resolve billing issues, disputes, and account questions.
  • Create and manage service orders, changes, upgrades, downgrades, cancellations, and related tickets.
  • Work with cross-functional teams such as billing, sales, accounting, and customer support to resolve issues efficiently.
  • Educate customers on billing processes, service features, self-service tools, and account-related updates.

Requirements

  • Eligibility for US employment without sponsorship.
  • Minimum of 18 years of age.
  • Minimum of 1 year of customer support and billing/accounting experience preferred.
  • Proficiency with CRM systems and customer support tools; Jira or Salesforce familiarity preferred.
  • Working knowledge of billing and basic accounting practices, including account reconciliation and discrepancy resolution.
  • Strong attention to detail and accuracy when handling customer and financial data.
  • Ability to type at least 40 words per minute with accuracy.
  • Flexibility to work nights, weekends, holidays, and overtime as needed.
  • Strong English communication skills, including speaking, reading, writing, and comprehension.
  • Bilingual communication skills are a plus.
  • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint, as well as teleconferencing applications.
  • Functional use of common office equipment, computers, and office software.

Benefits

  • $18-$23 USD per hour compensation.
  • 100% company-paid medical and dental insurance starting the first of the month after your start date.
  • PTO including vacation and sick time.
  • 11 paid holidays.
  • Paid birthdays.
  • 401(k) matching at 4%.
  • Free fiber internet service for employees living in the service area.
  • Remote work from home 5 days per week with reimbursement for required personal phone and internet use according to policy.

Interested in this position?

Apply directly on the company website

Apply Now

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