Residential Fiber Technician - Customer Experience

Centric Fiber Op Co, LLC•The Woodlands, TX

12d

About The Position

Giga Guide | Fiber Technician Centric Services (“Centric”) delivers industry-leading high-speed internet through Centric Fiber and natural gas services through its UniGas division. Centric serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas and Central Florida. As the only integrated telecom and natural gas provider currently in the market, Centric is rapidly expanding into new regions due to its advantageous dual-model 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 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; transportation will be provided via 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 service activation.
Educate residents on Centric’s fiber internet offerings, highlighting benefits, features, and available plans.
Perform preinstalls in homes to ensure readiness prior to resident move-in.
Troubleshoot and resolve service issues on-site for internet, tv, VOIP, ethernet switches, battery backup, and all future deployed products and services.
Support customer owned integrations/connectivity – e.g., troubleshooting Alexa devices, TV WiFi connectivity, laptop connectivity, etc.
Complete customer installs when service activation is not preinstalled.
Install, service, disconnect, change, or reconnect telephone and modem equipment, serving customer residences.Install, service, disconnect, change, or reconnect for television and provisioning in MAUI system.
Address and resolve technical tickets, including provisioning and troubleshooting of Calix equipment using SMX.
Document installs, activations, and service resolutions in Salesforce.
Promote additional services and upgrades to increase capture rate within assigned communities.
Cover after hour on-call shifts that require answering inbound calls, responding to online emails and chats, and dispatching to appointments, as needed, for high priority issues that may arise while on-call (this is usually a weeklong coverage that rotates amongst all active Giga Guides).
Support region with rollout of new equipment and software rollouts.
Gather resident feedback and communicate potential service or process issues to internal teams.
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.
Other duties as assigned.