About Cityside Fiber

Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities. We do this by living our core values of: Putting people first, loving our communities, making it effortless to do business with, and daring to be different while having fun!. Cityside Fiber is an emerging telecommunications infrastructure developer and internet service provider headquartered in Irvine, California. Cityside Fiber has launched our first networks in Orange County and has its eyes set for further expansion in California due to unprecedented response and demand.

We are built on a foundation of innovation, accountability, and trust. We are an employee-focused business that seeks independent-thinking people who want to actively contribute to the success of the organization and make the lives of those we serve better. Are you customer obsessed, smart and analytical yet execution focused and passionate about internet, connectivity and all that it brings? If yes, this opportunity is for you.

About the Job

As a Sr. Concierge Specialist, you will be the linchpin for all tools, processes, and communications within the Concierge Team with internal and external customers and partners. This is a cross-functional role where you will partner with Support Leaders to develop, prioritize, and track program goals.

We are looking for someone who can represent the company, think on their feet, communicate well in various situations, and is committed to customer success for both customers and internal stakeholders. You work well with others and maintain a professional, courteous, and fun attitude through all types of situations. You are skilled at both giving and receiving directions while collaborating on multiple projects. You thrive in a startup environment of ambiguity and opportunity where creative problem solving is valued and needed. This is an opportunity to help define and shape a world-class support team from the ground up.

The Sr. Concierge Specialist will provide solutions and escalation assistance to customers and the customer service team, while supporting training programs and general team oversight. This opportunity sits within Cityside Fiber’s Concierge service department, which is responsible for maintaining an exceptional Customer Experience. The objective of this position is to be a knowledgeable, supportive resource to resolve challenging issues and assist the Concierge team in training and skill development in line with Cityside Fiber’s customer experience ethos. To be successful in this role you will have an empathetic, problem-solving mentality and a fervent desire to work within a team environment to accomplish long-term goals. You will operate in a fast-moving environment and excel in hitting the Company’s objectives.

We value and hire for curiosity, integrity, excellence, respect, and contribution. We are creating a team of multidisciplinary experts looking to transform Orange County, CA.

Responsibilities

• Understand Cityside Fiber’s core purpose and values and be passionate about what we do.
• Become a subject matter expert in all things operationally related to Customer and Technical Support.
• The focal point for all Customer Support tools, change management including JIRA, GoTo, and the Microsoft SharePoint suite.
• Establish and show workflows, customer journey, and pain-points continuously looking for opportunities to streamline and improve the current programs and processes.
• Support the establishment and own the knowledge base structure, process, and delivery.
• Understand technical and process issues driving them to closure by bringing together key stakeholders for decision making.
• Provide exceptional customer service via phone, email, and chat channels that leaves the customer with a feeling of being noticed and taken care of personally.
• Resolve advanced customer issues effectively and efficiently, with a sense of empathy.
• Educate customers on our products and services and make recommendations to improve their internet experience through inside sales.
• Assist the Sr. Manager in establishing and updating training programs for systems, processes, and procedures as well as soft skills that help advance the company’s focus on customer experience.
• Collaborate with other departments to own and resolve complex customer issues and escalate unresolved issues to higher authorities when necessary.
• Understand Cityside Fiber’s core purpose and values and be passionate about what we do.
• Take part in our on-call/weekend coverage program as we scale our operation.
• Work in and contribute to an atmosphere of trust and integrity.

Qualifications

• You seek first to understand before being understood.
• 10 years of B2C experience in the customer service telecom and networking industry focused on process improvement and tool support and development.
• Experience as a support agent in a startup environment.
• Excellent problem solving, analytical, and organizations skills.
• Excellent verbal and written communication skills.
• Strong experience in Customer Support Operations and Process.
• Experience working with various levels of an organization, from Project team members up to and including senior leadership.
• Strong attention to detail, highly organized multi-tasker.
• Demonstrated highest level of integrity, intellectual honest and strong work ethic.
• Strong knowledge of the fiber internet market and technology trends.
• Advanced service skills in problem-solving, particularly billing issues.
• Excellent problem-solving skills and ability to think critically.
• Consistent effort, intense commitment and willingness to go above and beyond when needed.
• Ability to work flexible hours, including evenings, weekends, and holidays if necessary.
• Proficiency in Microsoft Office suite, JIRA, and GoTo.

Location

Our Headquarters and field offices are located in Irvine. May be required to travel to project/customer sites to fulfill job responsibilities.

Compensation

Starting at $27 per hour (actual starting rate may be higher based on candidate’s qualifications, skills and years of experience). Full-Time.

Benefits

Cityside Fiber offers a comprehensive benefits package which includes- medical and dental, 401k, flexible spending account, paid sick leave and paid time off, training, and career growth opportunities.

For immediate consideration, please submit your resume.

Cityside Fiber is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Visit our website at www.citysidefiber.com