[Remote] Customer Support Representative - Remote - CA Only

Note: The job is a remote job and is open to candidates in USA. Race Communications is a fiber internet provider dedicated to connecting California communities since 1994. The Customer Support Representative is responsible for delivering timely and effective support through various communication channels, assisting customers with service inquiries, account management, and billing-related questions.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• 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
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software
• 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
• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Benefits

• 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

Company Overview