What are the responsibilities and job description for the Customer Care Representative position at Lightcurve Internet?
About Lightcurve
Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies.
In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.
Company Culture and Values - At Lightcurve, we are driven by our core values.
- Integrity Upholding the highest standards of integrity at all times.
- Delighting Our Customers : Delivering exceptional experiences that exceed expectations.
- Collaboration : Working together to create successful outcomes for customers and employees alike.
Position Summary
As a Customer Care Representative at Lightcurve, you will be the primary point of contact for residential customers, responsible for building and sustaining customer relationships by providing exceptional service and promoting Lightcurve’s telecommunications and broadband products. This role involves handling customer inquiries, troubleshooting technical issues, processing orders, and meeting sales objectives. The ideal candidate is goal-oriented, has strong communication skills, and enjoys helping customers optimize their service experience. This role is ideal for an adaptable problem-solver who thrives in a fast-paced environment and is driven to contribute to team and company sales goals.
Primary Responsibilities
Customer Interaction - respond to customer inquiries by phone or in person, handling requests for installations, service changes, and general support.
Sales and Upselling - Identify customer needs and promote Lightcurve’s products to enhance their service experience. Meet or exceed sales goals by actively participating in sales initiatives and upselling opportunities.
Order Processing - Accurately enter and manage customer orders in billing and CRM systems, ensuring precision in charges, account changes, and installation scheduling.
Billing and Payments - Assist customers with billing questions, process payments, and encourage the use of Lightcurve’s self-service tools.
Technical Troubleshooting - Handle basic troubleshooting tasks, open and manage trouble tickets, and escalate complex issues as needed.
Collaboration and Team Contribution - Work closely with team members and other departments to ensure a seamless customer experience and share best practices for problem resolution.
Core Competencies, Personal Attributes, and Skills
Customer-Focused : Dedicated to delivering outstanding service and fostering positive customer relationships.
Adaptable : Comfortable in a fast-paced, changing environment and eager to learn new skills and technologies.
Problem-Solver : Able to think critically and creatively to resolve customer issues effectively.
Goal-Oriented : Driven to achieve sales targets and contribute to team success.
Detail-Oriented : Ensures accuracy in order processing, documentation, and data entry.
Strong verbal and written communication skills, with a clear speaking voice and confidence in phone and in-person interactions.
Ability to work in a fast-paced, high-pressure environment and manage multiple tasks.
Proficiency in Microsoft Office and experience with CRM or billing systems.
Familiarity with sales techniques and ability to meet or exceed sales objectives.
Experience with tools such as iVue, Pivot, or Salesforce is a plus.
Measuring Success
Experience and Qualifications
Location, Work Environment, and Physical Requirements
Compensation
Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.
Salary : $20 - $26
