Customer Service Representative (Concierge)

Greenlight Networks•Rochester, NY

13h•Onsite

About The Position

As a Customer Service Representative (Concierge), you’ll be the voice and problem-solver our customers rely on. You’ll play a key role in delivering a best-in-class experience by helping customers navigate everything from installation to troubleshooting—making their day easier and their connection seamless. This position is located in office at our headquarters in Rochester, NY.

Requirements

Strong PC hardware and software knowledge
Excellent written and verbal communication skills with a friendly, customer-first approach
Ability to simplify technical concepts for a non-technical audience
Strong attention to detail and organizational skills
Ability to work both independently and collaboratively within a team
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Curiosity and interest in learning how a fiber-optic network is designed, built, and operated

Nice To Haves

home networking experience is a plus
Bilingual skills are a plus

Responsibilities

Serve as the primary point of contact for customers, installers, and internal teams—delivering a best-in-class experience every time
Troubleshoot connectivity and service-related issues via phone, email, and chat
Support customers with billing questions, service inquiries, and inbound sales needs
Communicate technical information in a clear, concise, and approachable way
Accurately document all customer interactions and resolutions
Manage multiple priorities in a fast-paced, team-driven environment
Collaborate across teams and step in to support additional responsibilities as needed