Job Title: Customer Relations Agent 2

Classification: Full-Time, Non-Exempt, At-Will

Reports to: Support Manager

Department: Customer Service

Location: Tehachapi, CA

Location Status: Fully In-Office on site

About Us:

Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years. 

Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike.

Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state. 

In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California. 

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.

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 poli
• 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:

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'll Enjoy:

• 100% premium paid for medical, dental, vision and life for all our employees!
• An excellent 401 (k) with 100% Employer-matched up to 4%
• Working to bridge the digital divide between rural and urban areas, providing much needed services to those who don't have access to reliable internet
• Working for a company that appreciates their employees; every member of the Race team is a part of a collaborative family

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, CA, Chico, CA, 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: 8-hour days are planned, but shorter days may occur depending on the group’s pace. 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 hr@race.com to initiate the interactive process. 

Updated: 02/2024