Customer Relations Specialist

gFiber•Austin, TX

8d•$24 - $29

About The Position

At gFiber, the Customer Relations Specialist serves as a dedicated point of contact for resolving highly complex customer escalations from initiation through final resolution for residential and business customers. The role analyzes customer feedback and concerns, identifies effective resolution strategies, and conducts in-depth analysis of escalation trends to uncover systemic issues and recommend organization-wide process improvements. The specialist collaborates with multiple teams and provides leadership with insights to enhance the customer experience, improve satisfaction, and prevent future escalations through proactive process optimization. The role requires flexibility to work varied schedules, potentially including non-standard hours to connect with customers and drive resolutions. The specialist investigates repeat caller situations by reviewing call recordings and case histories and directly engaging with customers to understand why issues remain unresolved. They identify common themes, friction points, and patterns across customer interactions, then develop data-backed recommendations involving process improvements, agent training, knowledge base updates, or system modifications. Working with local markets, training, quality assurance, and engineering, they present findings and support implementation of solutions. They also track and report repeat call drivers, trends, and the measurable impact of implemented solutions to inform continuous improvement efforts.

Requirements

At least 3 years of experience in Internet Service Provider (ISP) operations.
Experience in contact center or customer service.
Experience conducting data analysis, performance reviews, and process improvement initiatives that produce actionable insights and measurable outcomes.
Experience collaborating with cross-functional teams.
Experience using customer service software, including CRM systems such as Salesforce.
Ability to work non-standard hours, including nights, weekends, and holidays.

Nice To Haves

5 years of experience in ISP operations, specifically in escalation management or process improvement roles.
Experience presenting findings and recommendations to executive leadership.
Experience collaborating and communicating with technical stakeholders such as Engineering.
Project management experience.
Effective communication, problem-solving, and conflict resolution skills.

Responsibilities

Investigate repeat caller situations by analyzing call recordings, reviewing case histories, and engaging directly with affected customers to understand the causes of non-resolution.
Identify common themes, friction points, and systemic patterns across customer interactions that contribute to repeat contacts and hinder first-call resolution.
Develop data-backed recommendations for process improvements, agent training, knowledge base updates, or system modifications to reduce repeat contacts.
Collaborate with local markets, training, quality assurance, and engineering to present findings, advocate for proposed solutions, and support implementation of changes.
Track, analyze, and report on repeat call drivers, trends, and the measurable impact of implemented solutions.
Raise organizational awareness of repeat contact trends and inform ongoing continuous improvement efforts.
Resolve complex customer escalations for residential and business customers from initiation through final resolution.