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Sr. Customer Service Specialist
1 month ago
About The Job As a Sr. Concierge Specialist, you will be the linchpin for all tools, processes, and communications within the Concierge Team with internal and external customers and partners. This is a cross-functional role where you will partner with Support Leaders to develop, prioritize, and track program goals. 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 support team from the ground up. The Sr. Concierge Specialist will provide solutions and escalation assistance to customers and the customer service team, while supporting training programs and general team oversight. This opportunity sits within Cityside Fiber’s Concierge service department, which is responsible for maintaining an exceptional Customer Experience. The objective of this position is to be a knowledgeable, supportive resource to resolve challenging issues and assist the Concierge team in training and skill development in line with Cityside Fiber’s customer experience ethos. 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 long-term goals. You will operate in a fast-moving environment and excel in hitting the Company’s objectives. We value and hire for curiosity, integrity, excellence, respect, and contribution. We are creating a team of multidisciplinary experts looking to transform Orange County, CA. Responsibilities Understand Cityside Fiber’s core purpose and values and be passionate about what we do. Become a subject matter expert in all things operationally related to Customer and Technical Support. The focal point for all Customer Support tools, change management including JIRA, GoTo, and the Microsoft SharePoint suite. Establish and show workflows, customer journey, and pain-points continuously looking for opportunities to streamline and improve the current programs and processes. Support the establishment and own the knowledge base structure, process, and delivery. Understand technical and process issues driving them to closure by bringing together key stakeholders for decision making. Provide exceptional customer service via phone, email, and chat channels that leaves the customer with a feeling of being noticed and taken care of personally. Resolve advanced customer issues effectively and efficiently, with a sense of empathy. Educate customers on our products and services and make recommendations to improve their internet experience through inside sales. Assist the Sr. Manager in establishing and updating training programs for systems, processes, and procedures as well as soft skills that help advance the company’s focus on customer experience. Collaborate with other departments to own and resolve complex customer issues and escalate unresolved issues to higher authorities when necessary. Take part in our on-call/weekend coverage program as we scale our operation. Work in and contribute to an atmosphere of trust and integrity. Qualifications You seek first to understand before being understood. 10+ years of B2C experience in the customer service telecom and networking industry focused on process improvement and tool support and development. Experience as a support agent in a startup environment. Excellent problem solving, analytical, and organizations skills. Excellent verbal and written communication skills. Strong experience in Customer Support Operations and Process. Experience working with various levels of an organization, from Project team members up to and including senior leadership. Strong attention to detail, highly organized multi-tasker. Demonstrated highest level of integrity, intellectual honesty and strong work ethic. Strong knowledge of the fiber internet market and technology trends. Advanced service skills in problem-solving, particularly billing issues. Excellent problem-solving skills and ability to think critically. Consistent effort, intense commitment and willingness to go above and beyond when needed. Ability to work flexible hours, including evenings, weekends, and holidays if necessary. Proficiency in Microsoft Office suite, JIRA, and GoTo. 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 $27 per hour (actual starting rate may be higher based on candidate’s qualifications, skills and years of experience). Full-Time. 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 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. 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 #J-18808-Ljbffr
