Description
Location : Remote, CA.
Location Status : Work will be primarily performed remotely from home office. Employee
will be required to utilize personal phone and internet services to
perform telecommuting with reimbursement according to Race's
telecommuting policy. Occasional travel to and work from other Race
offices or off-site locations may be required.
Free Fiber Internet Service
Comp : $22-$25.00 Per Hour
Who We Are :
We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 20041994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family : collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.
Position Impact : What We Offer :
- $22-$25 per hour medical, dental, vision, and life insurance (includes family members), 401(k) with matching, generous PTO, and more!
- Company vehicle, equipment, uniform, and tech provided.
- Free Race services (where available).
- Be part of a diverse and collaborative team.
What You'll Do :
The Customer Relations Agent 2 is a team player with integrity and an ability to lead by example.Stay on track with goals and KPIs while providing an excellent support experience to both customers and internal field technicians.Responsible for handling escalated troubleshooting for customer issues, supportingtechnicians during installs, repairs, and troubleshooting in the field,Works closely with the Network Engineering team to support Enterprise and Business customers.Training and Onboarding :Trains and onboards new hires to the departmentProvides support to the Field Technicians and Level 1 TeamDocumentation and Reporting :Takes responsibility for day-to-day tasks being completedKeeps records of customer interactions and processes customer accountsProvides accurate and detailed reporting to support managerMaintains SOP updates for Level 2Communication and Escalation :Follows and enforces communication procedures, guidelines, and poliIdentifies when to escalate and understands escalation proceduresAt management discretion, provides support to the Level 1 team with handling incoming customer interactions and creating ticketsTechnical Troubleshooting :Identifies and troubleshoots technical issues with telecom servicesContinuously develops and maintains knowledge of telecom products, services, and industry trendsSuccessfully completes assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal settingBe available to participate in internal or external meetings, special functions, and professional development opportunitiesCross-trains and shares knowledge with other team membersSupports routine tasksMaintains a professional appearance, hygiene, and demeanorPerforms other related duties as assigned by managementRequirements
What You Need :
Eligibility for US Employment without sponsorshipMinimum of 18 years of ageHigh School Diploma or GED or equivalent combination of education and experience is requiredCustomer service support experience or experience in Sales is preferredFamiliarity with CRM systems and practices desired2-3 years of experience in customer service or a related field, preferably in the telecom industryFamiliarity with telecom products, services, and technology, and the ability to stay up-to-date with industry developments and trendsProficiency in using customer service software, such as CRM systems, call centersoftware, and ticketing systemsFlexibility to work nights, weekends, and holidaysThe ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communicationProficiency in Spanish Language desirableProficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applicationsBenefits
As Part of Our Team, You'll Enjoy :
100% Employer-paid medical, dental, vision, and life for all our employees401 (k) with 100% Employer-matched up to 4% of your annual incomeGenerous paid time off including sick, vacation, holiday and birthday payFree Race highspeed internet and phone service where available