Homeoffice Customer Relations Agent 1 en Race Communications

Job Title:                Customer Relations Agent 1

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

Reports to:            Support Manager

Department:          Customer Support   

Location:               Remote: California

Location Status:   Work will be primarily performed remotely from home office. Employee will be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race’s Telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

Race Communications is only accepting remote candidates who reside in the following state(s): California. If you do not reside in California, you are not eligible for remote employment.

Beware of recruiting scams posing as Race Communications. You can get more information about Race Communications at Race.com or contact our recruiting team directly.

About Us: 

As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.

Summary:

The Customer Relations Agent 1 Provides customers with courteous customer service in person or over the phone. Assists in educating our customers on the full capabilities of our fiber optic services and troubleshoots when necessary. Strives to retain present customers and develops new business by extending professional and efficient service to serve customers’ needs.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Valid driver's license
• Minimum of one year customer support experience and/or equivalent work environment is required
• Must be able to type at least 40 words per minute, required
• Familiarity with CRM systems and practices preferred
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language is desirable

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Customer Interaction and Support:

• Handles incoming and outgoing calls, chats, emails, and messages to address customer inquiries and provide support
• Evaluates customer needs to deliver the best possible solutions and enhance satisfaction

Adhere to Communication Guidelines:

• Follows established communication procedures, guidelines, and policies to maintain high standards of customer service
• Uses the appropriate methods and tools to deliver accurate, valid, and complete information to customers
• Accurately documents customer interactions and follow ticketing processes to ensure proper record-keeping

Customer Relations:

• Informs customers about Race products and services, ensuring they understand the benefits and usage
• Establishes and maintains sustainable relationships and trust with customers through effective communication

Collaboration:

• Works closely with companywide teams to ensure a seamless and cohesive customer experience

Customer Account and Service Management:

• Clearly explains billing invoices and procedures to customers, addressing any questions or concerns 
• Efficiently processes customer payments, ensuring accuracy and security
• Updates clients contact and payment information as needed to maintain accurate records

Order and Service Management:

• Explains construction processes and procedures to customers and create complaint tickets when necessary
• Explains the order process to customers and create orders accurately
• Creates tickets for service changes, including upgrades, downgrades, and cancellations
• Troubleshoots residential phone, internet, and TV services using proper ticketing procedures to resolve issues effectively

Other duties as required.

As Part of Our Team, You Will Enjoy:

• 100% Employer-paid medical, dental, vision, and life for all our employees
• 401 (k) with 100% Employer-matched up to 4% of your annual income
• Generous paid time off including sick, vacation, holiday and birthday pay
• Free Race highspeed internet and phone service where available

All offers of employment are contingent until all pre-employment requirements are met. These requirements 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. 

Background Check: Race Communications is a Fair Chance employer abiding by Federal and applicable state Fair Chance Act (s) for all applicants and additionally abides by the LA County Fair Chance Ordinance if you are applying for a position (is) associated with our Lancaster or Palmdale offices.  Except as otherwise permissible under applicable laws, you will not be asked to provide information about a conviction history unless you receive a conditional offer of employment.  Race will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and will also consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed.

Incoming employees will participate in our Speedway to Success onboarding and orientation program and may be required to travel to an onboarding location other than their designated worksite for the first day. Remote employees may be required to attend in-person orientation and collect their assigned equipment on their first day. Further information will be provided closer to the hire 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. 

To arrange reasonable accommodation(s) for qualified individuals with disabilities, please contact Recruiting (recruiting at race dot com) to initiate the interactive process. 

Updated: 08/2025