Customer Relations Agent Level 2 - Remote chez Race Communications

Description

Location: Remote: California.

Location Status: Work will be primarily performed remotely from home office. Employee may 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.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $22-$25 USD per hour

Shift: 5 days @ 8 hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

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.

Requirements

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 required
• 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
• 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 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:

·       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:

·       Trains and onboards new hires to the department

·       Provides support to the Field Technicians and Level 1 Team

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:

·       Open availability including nights, weekends, and holidays required

Other duties as assigned.

Benefits

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