Customer Experience Coordinator - San Jacinto, CA
San Jacinto, CA San Jacinto, CA Full-time Full-time $18 - $20 an hour $18 - $20 an hour 16 hours ago 16 hours ago 16 hours ago COORDINATOR CUSTOMER EXPERIENCE (CONCIERGE) JOB DESCRIPTION Department:
Concierge Group Reports to:
Supervisor Customer Experience FLSA:
Full time - Non-Exempt Benefits Eligible:
Yes At Fiber Fast Homes, we know new home buyers demand fast Internet service to keep up with their home office, smart home, and entertainment needs.
Our builder and developer partners choose Fiber Fast Homes because we provide the best in technology paired with white glove service, starting with infrastructure build through everyday customer support.
We offer a total benefits package and promote an engaging work environment that allows our team members to reach their full potential at any stage in their career.
SUMMARY Under general supervision, the Customer Experience Coordinator will be responsible for increasing the number of active internet subscribers by onboarding new customers.
The onboarding process includes reviewing high- speed Internet connectivity and providing home phone and TV streaming options that fit the customers' needs.
This individual will develop appropriate relationships with both customers and client sales teams to ensure the retention and satisfaction of Fiber Fast Homes' products and services.
This individual will provide ongoing technical support to assigned properties.
This role will work closely with the marketing department as well as Project Management to ensure the client is fully educated and connected with our services.
This position is hybrid-remote.
Primarily working from home, with some door-to-door sales as new communities are built in the area.
Responsibilities:
Customer Account Management Provide and manage customer support and accounts.
Maintain and run reports as needed (weekly/monthly/quarterly).
Maintain an understanding of products and services to assist customers with questions.
Provide quality assurance and control.
Perform internal audits on accounts as needed.
Provide basic technical support.
Customer Experience Management Review customer complaints and concerns and seek to improve customer experience.
Review and set up customer scheduling and billing.
Review and process disconnection requests from customers.
Manage customer complaints.
Review and process all open tickets for customers till a resolution is made.
REQUIREMENTS AND SKILLS NEEDED TO BE SUCCESSFUL IN THIS ROLE:
Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred 2-3 years telecom experience Proficient in Microsoft Office, especially Excel and Outlook Ability to work independently Ability to respond to customers quickly Excellent written and verbal communication skills Strong organizational skills, including multitasking and time management Strong client-facing and teamwork skills Previous customer service experience in professional office setting Basic technical knowledge a plus COMPETENCIES Exemplary attendance and punctuality Maintain effectiveness when experiencing major changes in personal or work environment; adjust effectively to work within new structures, processes, requirements, or cultures.
Drive teammates to accomplish professional objectives when needed.
Interact with others in a way that gives them confidence in one's intentions and those of Fiber Fast Homes.
Make customers and their needs a primary focus while developing and sustaining productive customer relationships.
Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
Deal effectively with others in antagonistic situations, using appropriate methods to reduce tension or conflict.
Establish proper course of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintain stable performance under pressure or opposition.
Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions.
Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Appreciate the diverse capabilities, insights, and ideas of others.
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
Job Type:
Full-time Pay:
$18.
00 - $20.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Weekends as needed Work Location:
In person Provide and manage customer support and accounts.
Maintain and run reports as needed (weekly/monthly/quarterly).
Maintain an understanding of products and services to assist customers with questions.
Provide quality assurance and control.
Perform internal audits on accounts as needed.
Provide basic technical support.
Review customer complaints and concerns and seek to improve customer experience.
Review and set up customer scheduling and billing.
Review and process disconnection requests from customers.
Manage customer complaints.
Review and process all open tickets for customers till a resolution is made.
Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred 2-3 years telecom experience Proficient in Microsoft Office, especially Excel and Outlook Ability to work independently Ability to respond to customers quickly Excellent written and verbal communication skills Strong organizational skills, including multitasking and time management Strong client-facing and teamwork skills Previous customer service experience in professional office setting Basic technical knowledge a plus Exemplary attendance and punctuality Maintain effectiveness when experiencing major changes in personal or work environment; adjust effectively to work within new structures, processes, requirements, or cultures.
Drive teammates to accomplish professional objectives when needed.
Interact with others in a way that gives them confidence in one's intentions and those of Fiber Fast Homes.
Make customers and their needs a primary focus while developing and sustaining productive customer relationships.
Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
Deal effectively with others in antagonistic situations, using appropriate methods to reduce tension or conflict.
Establish proper course of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintain stable performance under pressure or opposition.
Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions.
Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Appreciate the diverse capabilities, insights, and ideas of others.
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance 8 hour shift Monday to Friday Weekends as needed.
Estimated Salary: $20 to $28 per hour based on qualifications.
Concierge Group Reports to:
Supervisor Customer Experience FLSA:
Full time - Non-Exempt Benefits Eligible:
Yes At Fiber Fast Homes, we know new home buyers demand fast Internet service to keep up with their home office, smart home, and entertainment needs.
Our builder and developer partners choose Fiber Fast Homes because we provide the best in technology paired with white glove service, starting with infrastructure build through everyday customer support.
We offer a total benefits package and promote an engaging work environment that allows our team members to reach their full potential at any stage in their career.
SUMMARY Under general supervision, the Customer Experience Coordinator will be responsible for increasing the number of active internet subscribers by onboarding new customers.
The onboarding process includes reviewing high- speed Internet connectivity and providing home phone and TV streaming options that fit the customers' needs.
This individual will develop appropriate relationships with both customers and client sales teams to ensure the retention and satisfaction of Fiber Fast Homes' products and services.
This individual will provide ongoing technical support to assigned properties.
This role will work closely with the marketing department as well as Project Management to ensure the client is fully educated and connected with our services.
This position is hybrid-remote.
Primarily working from home, with some door-to-door sales as new communities are built in the area.
Responsibilities:
Customer Account Management Provide and manage customer support and accounts.
Maintain and run reports as needed (weekly/monthly/quarterly).
Maintain an understanding of products and services to assist customers with questions.
Provide quality assurance and control.
Perform internal audits on accounts as needed.
Provide basic technical support.
Customer Experience Management Review customer complaints and concerns and seek to improve customer experience.
Review and set up customer scheduling and billing.
Review and process disconnection requests from customers.
Manage customer complaints.
Review and process all open tickets for customers till a resolution is made.
REQUIREMENTS AND SKILLS NEEDED TO BE SUCCESSFUL IN THIS ROLE:
Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred 2-3 years telecom experience Proficient in Microsoft Office, especially Excel and Outlook Ability to work independently Ability to respond to customers quickly Excellent written and verbal communication skills Strong organizational skills, including multitasking and time management Strong client-facing and teamwork skills Previous customer service experience in professional office setting Basic technical knowledge a plus COMPETENCIES Exemplary attendance and punctuality Maintain effectiveness when experiencing major changes in personal or work environment; adjust effectively to work within new structures, processes, requirements, or cultures.
Drive teammates to accomplish professional objectives when needed.
Interact with others in a way that gives them confidence in one's intentions and those of Fiber Fast Homes.
Make customers and their needs a primary focus while developing and sustaining productive customer relationships.
Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
Deal effectively with others in antagonistic situations, using appropriate methods to reduce tension or conflict.
Establish proper course of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintain stable performance under pressure or opposition.
Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions.
Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Appreciate the diverse capabilities, insights, and ideas of others.
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
Job Type:
Full-time Pay:
$18.
00 - $20.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Weekends as needed Work Location:
In person Provide and manage customer support and accounts.
Maintain and run reports as needed (weekly/monthly/quarterly).
Maintain an understanding of products and services to assist customers with questions.
Provide quality assurance and control.
Perform internal audits on accounts as needed.
Provide basic technical support.
Review customer complaints and concerns and seek to improve customer experience.
Review and set up customer scheduling and billing.
Review and process disconnection requests from customers.
Manage customer complaints.
Review and process all open tickets for customers till a resolution is made.
Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred 2-3 years telecom experience Proficient in Microsoft Office, especially Excel and Outlook Ability to work independently Ability to respond to customers quickly Excellent written and verbal communication skills Strong organizational skills, including multitasking and time management Strong client-facing and teamwork skills Previous customer service experience in professional office setting Basic technical knowledge a plus Exemplary attendance and punctuality Maintain effectiveness when experiencing major changes in personal or work environment; adjust effectively to work within new structures, processes, requirements, or cultures.
Drive teammates to accomplish professional objectives when needed.
Interact with others in a way that gives them confidence in one's intentions and those of Fiber Fast Homes.
Make customers and their needs a primary focus while developing and sustaining productive customer relationships.
Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
Deal effectively with others in antagonistic situations, using appropriate methods to reduce tension or conflict.
Establish proper course of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintain stable performance under pressure or opposition.
Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions.
Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Appreciate the diverse capabilities, insights, and ideas of others.
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance 8 hour shift Monday to Friday Weekends as needed.
Estimated Salary: $20 to $28 per hour based on qualifications.
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