What are the responsibilities and job description for the Customer Service Representative position at Swoon?
We are looking for a motivated Customer Service Representative (“Concierge”) to join our Customer Experience team. In this role, you’ll be the human touch behind our service—ensuring every customer feels supported, informed, and genuinely cared for.
You’ll manage scheduling, follow-ups, and customer communications while helping move installations and service requests forward efficiently. This is a fast-paced, startup environment where adaptability, empathy, and problem-solving are key.
What You’ll Do
- Schedule calls and coordinate appointments to move work orders forward
- Conduct appointment confirmation calls (pre-cons, drops, ONT installs)
- Optimize technician schedules at the end of each day using Layers
- Follow up on failed drops to confirm customer readiness and next steps
- Perform customer satisfaction and post-service follow-up calls
- Provide updates on new orders, installations, and service tickets
- Assist with appointment coordination alongside Field Services teams
- Respond to inbound inquiries via phone and email with professionalism and accuracy
- Support Sales and Community Engagement teams with customer needs
- Deliver fast, effective issue resolution with a strong sense of urgency
What We’re Looking For
- 2 years of customer service experience in telecom, networking, or similar B2C environments
- 2 years of technical support experience (B2C or B2B)
- Strong communication skills—clear, professional, and empathetic
- Ability to troubleshoot technical issues and explain them in simple terms
- Experience with IP networks, IoT, Wi-Fi, and consumer hardware/software
- Highly organized with strong problem-solving and analytical skills
- Comfortable working in a fast-paced, startup environment
- High integrity, accountability, and strong work ethic
Nice to Have
- Experience with fiber internet services or industry knowledge
- Familiarity with tools like Microsoft Office, JIRA, and CRM platforms (e.g., GoTo)
- Experience working with Field Support or technician teams
Salary : $25