Customer Relations Specialist

GFiber • Austin, TX

9d • $28

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. The application window will be open until at least April 10th, 2026 . This opportunity will remain online based on business needs which may be before or after the specified date. Role Description As a Customer Support (CS) Specialist, you will be the dedicated point of contact for resolving highly complex customer escalations from initiation to final resolution, supporting residential and business customers, ensuring their concerns are addressed efficiently and thoroughly. You will analyze customer feedback and concerns to identify the most effective resolution strategy. You will conduct in-depth analysis of escalation trends to identify systemic issues and recommend process improvements across the organization. Collaborating with various teams, you will drive effective solutions and provide critical insights to leadership on enhancing the customer experience. Your focus will be on ensuring customer satisfaction and preventing future escalations through proactive process optimization. You must possess the flexibility to work varied schedules, potentially including non-standard hours to effectively connect with customers and drive resolution.

Requirements

• 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 resulting in actionable insights that lead to measurable outcomes.
• Experience collaborating with cross-functional teams.
• Experience using customer service software, including CRM systems like Salesforce.
• Ability to work non-standard working 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 like Engineering.
• Project management experience.
• Effective in communication, problem-solving, and conflict resolution skills.

Responsibilities

• Proactively investigate repeat caller situations by: analyzing call recordings, reviewing case histories and directly engaging with affected customers to thoroughly understand the root causes of non-resolution.
• Identify and synthesize common themes, friction points, and systemic patterns across multiple customer interactions that contribute to repeat contacts and hinder first-call resolution.
• Utilize insights gathered to develop data-backed recommendations for specific process improvements, agent training enhancements, knowledge base updates, or system modifications aimed at reducing repeat contacts.
• Collaborate effectively with cross-functional teams (local markets, training, quality assurance, and engineering) to present findings, advocate for proposed solutions, and support the implementation of changes designed to improve resolution rates.
• Track, analyze and report on key repeat call drivers, trends, and the measurable impact of implemented solutions, raising awareness throughout the organization and informing ongoing continuous improvement efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees