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, supporting
- technicians 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 department
- Provides support to the Field Technicians and Level 1 Team
- Documentation and Reporting:
- Takes responsibility for day-to-day tasks being completed
- Keeps records of customer interactions and processes customer accounts
- Provides accurate and detailed reporting to support manager
- Maintains SOP updates for Level 2
- Communication and Escalation:
- Follows and enforces communication procedures, guidelines, and poli
- Identifies when to escalate and understands escalation procedures
- At management discretion, provides support to the Level 1 team with handling incoming customer interactions and creating tickets
- Technical Troubleshooting:
- Identifies and troubleshoots technical issues with telecom services
- Continuously develops and maintains knowledge of telecom products, services, and industry trends
- Successfully completes assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
- Be available to participate in internal or external meetings, special functions, and professional development opportunities
- Cross-trains and shares knowledge with other team members
- Supports routine tasks
- Maintains a professional appearance, hygiene, and demeanor
- Performs other related duties as assigned by management
What You Need:
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- High School Diploma or GED or equivalent combination of education and experience is required
- Customer service support experience or experience in Sales is preferred
- Familiarity with CRM systems and practices desired
- 2-3 years of experience in customer service or a related field, preferably in the telecom industry
- Familiarity with telecom products, services, and technology, and the ability to stay up-to-date with industry developments and trends
- Proficiency in using customer service software, such as CRM systems, call centersoftware, and ticketing systems
- Flexibility to work nights, weekends, and holidays
- The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
- Proficiency in Spanish Language desirable
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
As Part of Our Team, You'll Enjoy:
- 100% Employer-paid medical, dental, vision, and life for all our employees
- 401 (k) with 100% Employer-matched up to 4% of your annual income
- Generous paid time off including sick, vacation, holiday and birthday pay
- Free Race highspeed internet and phone service where available
