Customer Support Representative - Remote - CA Only

Race Communications • Sacramento, CA

22h • $18 - $23 • Remote

About The Position

The Customer Support Representative is a customer-focused professional responsible for delivering timely and effective support across a variety of communication channels, including phone, email, chat, and messaging platforms. This role serves as a primary point of contact for customers, assisting with service inquiries, account management, order processing, and billing-related questions. The Customer Support Representative evaluates customer needs, provides accurate information, and resolves issues with a high level of professionalism and empathy. By clearly explaining products, services, and billing details, this role ensures customers have a strong understanding of their accounts and available solutions. The position also involves maintaining accurate records, managing service requests, and collaborating with cross-functional teams to ensure efficient issue resolution. Through strong communication, problem-solving, and attention to detail, the Customer Support Representative plays a key role in enhancing the overall customer experience, supporting customer retention, and contributing to operational efficiency.

Requirements

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• Ability to type a minimum of 40 words per minute with accuracy
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

Nice To Haves

• Minimum of one year of customer support and billing/accounting experience preferred
• Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred
• Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies
• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• Bilingual communication skills are considered a plus, particularly when serving diverse communities
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Responsibilities

• Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing
• Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction
• Provide clear explanations of products, services, account activity, and billing details
• Follow established communication procedures, guidelines, and policies to maintain high standards of customer service
• Use appropriate tools and systems to provide accurate, valid, and complete information
• Accurately document customer interactions, billing activities, and resolutions in CRM and billing system
• Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking
• Build and maintain strong customer relationships through professional, empathetic, and effective communication
• Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage
• Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately
• Support customer retention by resolving concerns and reinforcing service value
• Process billing transactions accurately and in a timely manner using billing system
• Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate
• Process customer payments securely and efficiently
• Update customer account, contact to maintain accurate records
• Review billing data for accuracy and completeness, identifying and correcting discrepancies
• Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally
• Verify billing details against contracts, orders, and service records to ensure consistency
• Collaborate with internal teams and customers to clarify and resolve billing concerns
• Explain order, installation, and construction processes to customer
• Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
• Generate tickets for service issues, billing adjustments, and customer complaints as needed
• Maintain accurate billing records, documentation, and supporting files for auditing and reference
• Assist in generating reports related to billing activities, account status, and service trend
• Help identify patterns or discrepancies and escalate as needed
• Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience
• Assist with account reconciliation and support billing-related processes as needed
• Communicate effectively with internal teams to resolve service and billing issues efficiently
• Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy
• Educate customers on billing processes, service features, and self-service tool
• Provide guidance to help customers understand charges, avoid issues, and maximize service value
• Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction
• Additional duties as required.

Benefits

• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees