Customer Service Advisor I or II

Job Description

About Core Fiber Partners

Core Fiber Partners is a growing telecommunications company dedicated to delivering reliable, high-speed internet and connectivity solutions to the communities we serve. Through our family of regional brands, we focus on building strong local relationships while providing the technology and infrastructure customers depend on every day.

We operate across multiple states, bringing fiber-forward innovation, dependable service, and customer-focused support to residential and business clients alike. Our team is committed to expanding broadband access, improving network performance, and ensuring our customers stay connected to what matters most.

At Core Fiber, we believe our people are the foundation of our success. We foster a culture built on accountability, collaboration, and continuous improvement. Whether in the field, supporting customers, or driving strategy behind the scenes, every team member plays a vital role in delivering exceptional service and strengthening the communities we serve.

If you’re looking to grow your career in a fast-paced, evolving industry where your work makes a real impact, Core Fiber may be the right place for you.

Job Description

Core Fiber is looking for enthusiastic and customer-focused individuals to join our Loveland, CO team as a Customer Service Advisor (CSA) I or II. As a CSA I, you’ll be the first point of contact for our customers, answering calls and digital inquiries, assisting with billing and account updates, and scheduling installations, while building your expertise in Core Fiber's services and systems through hands-on training and mentorship. For experienced professionals, the CSA II role offers the opportunity to take on more complex customer interactions, provide technical troubleshooting, mentor CSA I team members, and help shape processes that elevate the customer experience.

Essential Duties and Responsibilities:

• Respond to inbound customer calls, chats, and digital messages with professionalism and a customer-focused approach.
• Provide account information, handle billing changes, process upgrades, transfers, and cancellations, and schedule installation or repair appointments.
• Troubleshoot common service issues, including Wi-Fi connectivity and modem problems, and escalate complex technical issues as needed.
• Retain customers considering service cancellation by explaining product features and service value.
• Educate customers on promotions, product features, and self-service tools to enhance their experience.
• Accurately document and update all customer interactions and account information in the CRM system.
• Collaborate with team members on customer follow-ups, case resolution, and process improvements.
• Assist with quality assurance initiatives, customer satisfaction programs, and technical support coordination for Installation & Repair technicians.
• Participate in an on-call rotation to handle escalated service issues outside standard business hours.
• Work flexible schedules, including evenings, weekends, and holidays, as business needs require.
• For CSA II roles specifically: serve as a mentor to CSA I team members, handle escalated or complex inquiries, and contribute to process enhancements that improve the overall customer experience.

Knowledge, Skills & Abilities

• High school diploma or equivalent.
• 1 year of customer service experience preferred
• Strong verbal and written communication skills.
• Basic computer literacy and ability to learn CRM systems.
• Professional demeanor, reliable attendance, and eagerness to learn.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of a headset, keyboard, and mouse.
• Ability to read, type, and enter data accurately.
• Occasional lifting of office materials up to 20 lbs.
• Standard office or remote call-center environment with extended computer and phone use.
• Fast-paced, high-volume customer interaction requiring focus and professionalism.
• May require flexible scheduling, including evenings, weekends, or holidays, depending on business needs.

Job Type: Full-time

Pay: $35,040.00 - $52,998.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Were you referred by a current employee? If so, who referred you?

Work Location: In person

Salary : $35,040 - $52,998