Residential Fiber Technician - Customer Experience (Giga Guide)

Centric Fiber Op Co, LLC•San Antonio, TX

12d

About The Position

Centric Fiber (“Centric”) delivers industry-leading high-speed internet through Centric Fiber. Centric Fiber serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas, Arizona and Central Florida. Centric Fiber is rapidly expanding into new regions due to its advantageous fiber-as-a-utility approach. Our team is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation. We are seeking an energetic and customer-focused Giga Guide (GG) to represent Centric in the field and deliver an outstanding onboarding experience to new residents. Giga Guides play a critical role in conducting preinstalls, completing customer installs, addressing technical tickets, and ensuring residents have a seamless service activation process. This position emphasizes customer service, installation readiness, and relationship building to help maximize customer satisfaction and increase capture rates in Centric Fiber communities.

Requirements

High School Diploma / GED
Strong interpersonal and communication skills with a customer-first approach
Ability to work evenings and weekends as needed to support move-ins and community events
Valid driver’s license and insurable driving record required; must be able to drive a company vehicle.
Ability to work independently and manage schedules effectively

Nice To Haves

Previous experience in customer service, sales, or technical support
Experience working in residential communities, telecom, or utilities industries
Bilingual skills (Spanish/English) a plus

Responsibilities

Serve as the primary in-person point of contact for new residents during move-in and scheduled service activation.
Educate residents on Centric Fiber’s internet offerings; highlighting benefits, features, and available plans.
Perform preinstalls in homes to ensure readiness prior to resident move-in.
Complete customer installs when service activation is not preinstalled.
Address and resolve technical tickets, including provisioning and troubleshooting of installed equipment, as needed.
Document installs, activations, and service resolutions using all applicable systems and tools.
Maintain daily schedules, calls, and KPI metrics to meet performance goals.
Promote additional services and upgrades to increase capture rate within assigned communities.
Gather resident feedback and communicate potential service or process issues to internal stakeholders.
Build positive relationships with builders, sales offices, and community partners to support resident engagement.
Collaborate with dispatch, sales, and operations teams to resolve issues quickly and ensure smooth installations.