Customer Service Representative

We are looking for a motivatedCustomer Service Representative (Concierge)to join our Customer Experience team. In this role, youll be the human touch behind our serviceensuring every customer feels supported, informed, and genuinely cared for. Youll manage scheduling, follow-ups, and customer communications while helping move installations and service requests forward efficiently. This is a fast-paced, startup environment where adaptability, empathy, and problem-solving are key. What Youll Do Schedule calls and coordinate appointments to move work orders forward Conduct appointment confirmation calls (pre-cons, drops, ONT installs) Optimize technician schedules at the end of each day using Layers Follow up on failed drops to confirm customer readiness and next steps Perform customer satisfaction and post-service follow-up calls Provide updates on new orders, installations, and service tickets Assist with appointment coordination alongside Field Services teams Respond to inbound inquiries via phone and email with professionalism and accuracy Support Sales and Community Engagement teams with customer needs Deliver fast, effective issue resolution with a strong sense of urgency What Were Looking For 2+ years of customer service experience in telecom, networking, or similar B2C environments 2+ years of technical support experience (B2C or B2B) Strong communication skillsclear, professional, and empathetic Ability to troubleshoot technical issues and explain them in simple terms Experience with IP networks, IoT, Wi-Fi, and consumer hardware/software Highly organized with strong problem-solving and analytical skills Comfortable working in a fast-paced, startup environment High integrity, accountability, and strong work ethic Nice to Have Experience with fiber internet services or industry knowledge Familiarity with tools like Microsoft Office, JIRA, and CRM platforms (e.g., GoTo) Experience working with Field Support or technician teams