Customer Relations Agent Level 2 - Remote

Race Communications • San Diego, CA

4d • $22 - $25 • Remote

About The Position

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

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

Nice To Haves

• Customer service support experience or experience in Sales is preferred
• Familiarity with CRM systems and practices desired
• Proficiency in Spanish Language desirable

Responsibilities

• 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
• Trains and onboards new hires to the department
• Provides support to the Field Technicians and Level 1 Team
• 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
• 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
• Identifies and troubleshoots technical issues with telecom services
• Continuously develops and maintains knowledge of telecom products, services, and industry trends
• Open availability including nights, weekends, and holidays required
• Other duties as assigned.

Benefits

• 100% Company-Paid Medical and Dental Benefits
• Free Fiber Internet Service
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees