What are the responsibilities and job description for the Customer Service Representative (Concierge) position at Cityside Fiber?
Customer Service Representative (Concierge)
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 by daring to be different and having our team members put people first all 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 and connectivity? If yes, this opportunity is for you.
About the Job
We are seeking a highly motivated and experienced Customer Service Representative (Concierge) to be an important part of our growing team. The Concierge will be responsible for providing the first level of contact for our customers when they have any questions or concerns about their internet service. This opportunity sits within Cityside Fibers Concierge service department, which is responsible for maintaining an exceptional Customer Experience. The objective of this position is to provide proactive white-glove level, first in class service with a smile and be responsible for ensuring our customers are extremely satisfies with our products and services. To be successful in this role you will have an empathetic, problem-solving mentality and a strong desire to work within a team environment to accomplish long-term goals. You will operate in a fast-moving and sometimes ambiguous environment and excel in hitting the Companys objectives. To be successful you will have superior communication and organizational skills.
Responsibilities
- 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 customer issues effectively and efficiently, with a sense of empathy
- Handle call intake in accordance with customer service policies
- Assist customers with technical or billing issues and troubleshoot any internet-related problems
- Educate customers on our products and services, and make recommendations to improve their internet experience through inside sales
- Process customer orders and cancellations for inbound sales, and update customer account information at each interaction
- Collaborate with other departments to resolve complex customer issues and escalate unresolved issues to higher authorities when necessary
- Meet or exceed customer service goals and targets, including response time, customer satisfaction, and first-call resolution rate
- Keep up-to-date with product knowledge and technical information
- Understand Cityside Fibers core purpose and values and be passionate about what we do
- Work in and contribute to an atmosphere of trust and integrity
- Communicate with fellow employees to ensure the overall success of Cityside Fiber
Qualifications
- High school diploma or equivalent; Bachelors degree preferred
- 3 years of experience in customer service, with preference for experience in the telecom industry
- Proven track record of connecting with customers and producing exceptional satisfaction scores
- Demonstrates highest level of integrity, intellectual honest and strong work ethic
- Demonstrates intense customer focus
- Proficiency in Microsoft Office suite and CRM or billing systems
- Ability to work flexible hours, including evenings, weekends, and holidays if necessary
- Consistent effort, intense commitment and willingness to go above and beyond when needed
- Ability to learn new technical skills quickly
- Excellent problem-solving skills and ability to think critically
- Ability to multitask and work in a fast-paced environment
- Service skills in problem-solving, particularly billing issues
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders
- Excellent organizational skills
- Strong knowledge of the fiber internet market and technology trends
- Sharp, analytical, and thoughtful. Has sound judgment and ability to be right a lot
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 $25 per hour (actual starting rate may vary based on candidates qualifications, skills and years of experience).
Comprehensive Benefits Package
Cityside Fiber is a unique organization that is dedicated to providing an outstanding employee experience. We take pride in our team as well as in the products and services we provide.
Benefits for eligible employees include, but are not limited to:
Financial Rewards
- Competitive pay
- Incentives based on individual performance
- 401(k) savings plan with excellent company matching contributions
Health and Well-Being
Medical and Dental Coverage - Cityside pays 100% of the base premiums for eligible employees medical and dental plans. Cityside subsidizes medical and dental premiums for an eligible employees eligible dependents. Cityside currently contributes an amount equal to 50% of an eligible dependents base medical and dental monthly premium amount.
- Paid Time Off (PTO) Vacation
- Paid Sick Time
- Paid Holidays
The upside to being a part of our team!
Autonomy and flexibility to build a telecommunications company and premier support services from the ground up!
- Incredible growth potential - we are revolutionizing the Internet service provider industry
- Competitive rates and merit-based pay-increases
- Training and career growth opportunities
- Business-casual attire
- Fully stocked kitchen with office snacks, craft coffee, specialty drinks
- Access to Irvine Company Fitness Center
- Irvine Company Discounts
- Company-hosted activations
- Corporate athletic team (softball, soccer, etc.)
- Holiday parties
- Automatic access to parking structure
- Two-minute walk from Irvine Spectrum
For immediate consideration, please submit your resume.
We kindly request that all applicants apply directly through our careers site to ensure efficient processing of your application. Please refrain from calling, as we are unable to provide updates or accept inquiries over the phone.
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
Salary : $25
