Job Description

Customer Service Representative – Fiber Internet

Location: Irvine, CA (In-office)

Contract: 3-month contract

Pay: $25/hour

Schedule: Flexible shift

About the Role

We’re hiring a Customer Service Representative (“Concierge”) to join a Customer Experience team supporting fiber internet customers and residents across phone, email, and chat. This role is built for someone who blends empathy and urgency with strong technical troubleshooting—leaving every person feeling personally taken care of, with a next-issue resolution mindset. You’ll thrive in a fast-paced, startup environment and partner closely with Field Services, Sales, and Community Engagement to move work forward.

What You’ll Do

• Place outbound calls to customers/residents with status updates on new orders, post work order follow-ups, and ticket follow-ups
• Schedule calls to move work forward and coordinate installations with Field Services
• Make appointment confirmation calls (day/evening prior to pre-cons, drops, and ONT installs)
• Perform end-of-day optimization of the daily technician schedule
• Handle installation and technical support inquiries efficiently with urgency and full issue resolution
• Respond to inbound service availability questions and updates via phone and email
• Complete customer satisfaction calls and outbound service/support follow-ups
• Support Sales and Community Engagement teams with resident and customer support needs
• Contribute to a culture of trust, integrity, and collaboration

What You Bring

• 2+ years of customer service experience in telecom/networking
• 2+ years providing technical support to B2C or B2B customers
• Experience as a support agent in a startup environment
• Strong problem-solving, analytical, organizational, and follow-through skills
• Excellent verbal and written communication skills
• Hands-on troubleshooting across IP, IoT, Wi-Fi, and consumer hardware/software—able to explain issues in plain language
• Advanced service skills in problem-solving, especially home networking issues
• Proficiency with Microsoft Office, JIRA , and GoTo or similar CRM platforms
• High integrity, intellectual honesty, and strong work ethic

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