Job Overview
Employment Type
Hourly
Full-time
Compensation
Type:
Hourly
Rate:
Range $25.00 - $28.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
401k plan
Paid Time Off
Free internet service
Job Description
Race Communications is a well-established fiber internet provider dedicated to connecting communities across California since 1994. Our company stands out not only for delivering high-speed fiber internet but for prioritizing strong relationships with the communities we serve. At Race, we believe that both technology and a people-first philosophy are essential to providing excellent service. Our team operates with a family-like culture that is collaborative, supportive, and committed to making a positive impact. We value integrity, teamwork, and purposeful work that creates real difference in people's lives.
The Customer Relations Agent Lead position at Race Communications is a remote role ba... Show More
The Customer Relations Agent Lead position at Race Communications is a remote role ba... Show More
Job Requirements
- Eligibility for US employment without sponsorship
- minimum of 18 years of age
- 2+ years of experience in customer support with team management focus
- experience with customer support software tools a plus
- ability to meet deadlines and resolve complex customer issues promptly
- strong communication skills in English
- proficiency in MS Office applications
- ability to work remotely and occasionally travel to other offices
- commitment to adhere to company policies and procedures
Job Qualifications
- Eligibility for US employment without sponsorship
- minimum of 18 years of age
- 2+ years of experience in customer support focused on managing teams
- experience with customer support software such as Zendesk or Salesforce a plus
- familiarity with customer support metrics and analytics like Net Promoter Score (NPS)
- successful record of meeting deadlines and resolving complex issues
- thorough knowledge of customer service best practices and strategies
- ability to communicate effectively in English
- proficiency in Spanish desirable
- proficient use of MS Office including Teams Word and Excel
- functional use of common office equipment and software
Job Duties
- Supports team of customer relations agents providing coaching training and mentoring
- acts as liaison between customer relations agent team and customer support management
- helps monitor and analyze customer support metrics identifying opportunities for improvement
- responds to and resolves escalated customer issues ensuring prompt courteous service
- develops and maintains strong relationships with key customers
- works closely with cross-functional teams to develop customer support strategies and initiatives
- helps manage customer support projects ensuring timely completion
- develops and maintains customer support policies and procedures
- monitors customer support tickets for timely resolution
- assists customer relations agent team during high interaction volume
- assists support of field technicians with on-site installs and troubleshooting
- adheres to team procedures and company policies
- supports professional development and onboarding of new team members
- collaborates to maintain positive work environment and resolve conflicts
- assists with compliance and alignment with organizational standards
- coordinates task assignments and escalates disciplinary issues as directed
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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