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Race Communications is one of California’s leading telecommunications and fiber technology companies.
Customer Support Representative
Location
California
Posted
71 days ago
Salary
$18 - $23 / hour
Seniority
Junior
Job Description
Customer Support Representative
Race Communications
• 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.
Job Requirements
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- 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
- 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
- Bilingual communication skills are considered a plus, particularly when serving diverse communities
Benefits
- Join a tight-knit crew—no faceless corporation vibes here
- Growth potential: promotions and new challenges are part of our DNA
- Competitive base salary
- Comprehensive Benefits Package: 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
- A culture built on integrity, mutual respect, and a shared purpose
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