Customer Service Representative (“Concierge”) - Cityside Networks LLC

Customer Service Representative (“Concierge”)

About Cityside Fiber

Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities by daring to be different and having our team members put people first all while having fun. Cityside Fiber is an emerging telecommunications infrastructure developer and internet service provider headquartered in Irvine, California. Cityside Fiber has launched our first networks in Orange County and has its eyes set for further expansion in California due to unprecedented response and demand.

We are built on a foundation of innovation, accountability, and trust. We are an employee-focused business that seeks independent-thinking people who want to actively contribute to the success of the organization and make the lives of those we serve better. Are you customer obsessed, smart and analytical yet execution focused and passionate about internet and connectivity? If yes, this opportunity is for you.

About the Job

The Customer Service Representative is responsible for providing exceptional resident, customer service and technical support via phone, email, and chat channels that leaves the person with a feeling of being noticed and taken care of personally with a next issue resolution mindset.

We are looking for someone who can represent the company, think on their feet, communicate well in various situations, and is committed to customer success for both customers and internal stakeholders. You work well with others and maintain a professional, courteous, and fun attitude through all types of situations. You are skilled at both giving and receiving directions while collaborating on multiple projects. You thrive in a startup environment of ambiguity and opportunity where creative problem solving is valued and needed. This is an opportunity to help define and shape a world-class customer experience team from the ground up.

This opportunity sits within Cityside Fiber’s Customer Experience team, which is responsible for maintaining an exceptional Customer Experience. To be successful in this role you will have an empathetic, problem-solving mentality and a fervent desire to work within a team environment to accomplish short and long-term goals.

Responsibilities

• Resolve customer new order, installation and technical support inquiries effectively and efficiently, with a sense of urgency and full issue resolution.
• Assist customers with new order coordination, communicating with our field services team and scheduling appointments.
• Respond promptly and professionally to inbound service availability inquiries, updates via phone and email, and provide accurate information to residents regarding our fiber internet services
• Provide home network technical support and educate our customers on our products and services, and make recommendations to improve their internet experience
• Perform outbound service and support contacts following up with residents and customers
• Contribute to the team knowledgebase and training program by sharing opportunities for improvement
• Support our Sales, and Community Engagement teams with resident and customer support
• Take part in our on-call/weekend/holiday coverage program as we scale our operation

Qualifications

• You seek first to understand before being understood
• 2+ years of B2C experience in the customer service telecom and networking industry
• 2+ years of providing technical support to B2C or B2B customers and clients
• Experience as a support agent in a startup environment
• Proven problem solving, analytical, and organizations skills
• Excellent verbal and written communication skills
• IP, IoT, WiFi, Consumer hardware/software experience with the ability to troubleshoot, diagnose and provide workarounds when applicable and explain why something is not working as expected
• Demonstrated highest level of integrity, intellectual honest and strong work ethic
• Advanced service skills in problem-solving, technical support particularly home networking issue
• Proficiency in Microsoft Office suite, JIRA, and GoTo or similar Customer CRM platforms
• Knowledge of the fiber internet market and technology trends a plus
• Experience working with Field Support teams is a plus
• Experience building/ improving support team processes and tools is a plus

Location

Our Headquarters and field offices are located in Irvine. May be required to travel to project/customer sites to fulfill job responsibilities.

Compensation

Starting at $25 per hour (actual starting rate may vary based on candidate’s qualifications, skills and years of experience).

Comprehensive Benefits Package

Cityside Fiber is a unique organization that is dedicated to providing an outstanding employee experience. We take pride in our team as well as in the products and services we provide.

Benefits for eligible employees include, but are not limited to:

Financial Rewards

• Competitive pay
• Incentives based on individual performance
• 401(k) savings plan with excellent company matching contributions

Health and Well-Being

Medical and Dental Coverage - Cityside pays 100% of the base premiums for eligible employees’ medical and dental plans. Cityside subsidizes medical and dental premiums for an eligible employee’s eligible dependents. Cityside currently contributes an amount equal to 50% of an eligible dependent’s base medical and dental monthly premium amount.

• Paid Time Off (PTO) Vacation
• Paid Sick Time
• Paid Holidays

The upside to being a part of our team!

Autonomy and flexibility to build a telecommunications company and premier support services from the ground up!

• Incredible growth potential - we are revolutionizing the Internet service provider industry
• Competitive rates and merit-based pay-increases
• Training and career growth opportunities
• Business-casual attire
• Fully stocked kitchen with office snacks, craft coffee, specialty drinks
• Access to Irvine Company Fitness Center
• Irvine Company Discounts
• Company-hosted activations
• Corporate athletic team (softball, soccer, etc.)
• Holiday parties
• Automatic access to parking structure
• Two-minute walk from Irvine Spectrum

For immediate consideration, please submit your resume.

We kindly request that all applicants apply directly through our careers site to ensure efficient processing of your application. Please refrain from calling, as we are unable to provide updates or accept inquiries over the phone.

Cityside Fiber is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Visit our website at www.citysidefiber.com