Customer Care & Field Coordination Specialist

Ripple Fiber Inc.; Indian Trail, Charlotte (NC, NC); Presencial; USD 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation

Comprehensive benefits package

401(k) options

Employee perks

Opportunities for professional growth

Resumo da oferta

Ripple Fiber is hiring a Customer Service Representative in Indian Trail, NC. You will be the customer contact point, handling billing inquiries, scheduling updates, and service coordination to ensure a smooth customer journey.

You'll coordinate installations, support technicians, and maintain clear communication across teams, while delivering accurate documentation and timely issue resolution in a fast-paced environment.

Qualificações

• High school diploma or equivalent required; college coursework or degree preferred.
• Experience in customer service, telecommunications, scheduling, dispatch, or service coordination preferred.
• Strong verbal and written communication skills, including active listening and professional phone etiquette.
• Ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and sound judgment when addressing customer and operational concerns.
• Ability to remain calm, professional, and solution-focused in high-pressure situations.
• Proficiency with computers and ability to learn multiple software platforms and internal systems.
• Strong attention to detail and commitment to accurate documentation.
• Customer-first mindset with a demonstrated commitment to service excellence.
• Ability to work independently while contributing to a collaborative team environment.

Responsabilidades

• Respond professionally to customer calls, emails, and messages regarding billing, scheduling, service inquiries, and account support.
• Provide solution-oriented support while maintaining a positive and consistent customer experience.
• Investigate, resolve, and appropriately elevate customer concerns to support timely issue resolution.
• Assist customers with troubleshooting, account updates, service changes, and appointment-related needs.
• Identify opportunities to proactively address customer concerns and support customer satisfaction and retention.
• Coordinate installations, service appointments, and technician work orders to support efficient daily operations.
• Monitor technician schedules, routing assignments, and work order details based on availability and operational priorities.
• Act as a communication point between customers, Customer Service, Field Operations, and internal departments.
• Provide timely updates regarding appointment windows, technician availability, delays, and scheduling changes.
• Support field technicians by addressing scheduling conflicts, work order discrepancies, and service-related concerns.
• Collaborate with appropriate teams to reduce delays, prevent service disruptions, and improve service delivery outcomes.
• Maintain accurate records of customer interactions, work orders, scheduling updates, and issue resolutions in company systems.
• Ensure customer information, appointment details, and service statuses remain current and accurate.
• Follow company policies, communication standards, and operational procedures consistently.
• Demonstrate accountability and attention to detail when managing customer requests and service coordination activities.
• Collaborate cross-functionally to support daily operational goals and customer experience standards.
• Adapt to changing business needs, priorities, and responsibilities as the company grows.
• Share customer feedback and operational observations to help identify process improvement opportunities.
• Participate in ongoing training, coaching, and professional development.
• Contribute to a positive, supportive, and results-driven team environment.

Conhecimentos

Customer service

Communication

Multitasking

Problem-solving

Attention to detail

Independent work

Formação académica

High school diploma or equivalent

Ferramentas

CRM software

Ticketing software

Scheduling software

Dispatch software

Descrição da oferta de emprego

Ripple Fiber is hiring a Customer Service Representative in Indian Trail, NC. You will be the customer contact point, handling billing inquiries, scheduling updates, and service coordination to ensure a smooth customer journey.

You'll coordinate installations, support technicians, and maintain clear communication across teams, while delivering accurate documentation and timely issue resolution in a fast-paced environment.