Customer Relations Specialist

GFiber•Austin, TX

About The Position

At gFiber, the Customer Support Specialist is the dedicated point of contact for resolving highly complex escalations from initiation through final resolution for residential and business customers. The specialist analyzes customer concerns and feedback, identifies effective resolution strategies, and investigates repeat contacts to uncover the causes of unresolved issues. The role also analyzes escalation trends, identifies systemic problems, recommends process improvements, and collaborates across teams to improve customer satisfaction and prevent future escalations. The position requires flexibility to work varied schedules, including non-standard hours, to connect with customers and drive resolutions.

Requirements

At least 3 years of experience in Internet Service Provider (ISP) operations.
Experience in a contact center or customer service environment.
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 why issues were not resolved.
Identify common themes, customer friction points, and systemic patterns across 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 teams to present findings, advocate for proposed solutions, and support implementation.
Track, analyze, and report on repeat-call drivers, trends, and the measurable impact of implemented solutions.
Raise awareness of findings and inform ongoing organizational continuous-improvement efforts.
Resolve complex customer escalations and support residential and business customers through final resolution.