Customer Relations Agent Lead

Location: Remote: California.

Location Status: Work will be primarily performed remotely from home office. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $25-$28 USD per hour

Shift: 5 days @ 8 hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Customer Relations Agent Lead will be responsible for ensuring that our customers receive prompt and courteous service, managing and resolving escalating customer issues, and identifying opportunities to improve customer satisfaction. They will work closely with cross-functional teams to develop and implement strategies to enhance the customer support experience. They will also act in a supervisory role for the Customer Relations Agent team, answering associate questions and assessing performance in cooperation with the Customer Support Manager.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• 2+ years of experience in customer support, with a focus on managing customer support teams
• Experience with customer support software and tools, such as Zendesk or Salesforce is a plus

• Familiarity with customer support metrics and analytics, such as Net Promoter Score (NPS)

• Track record of successfully managing multiple priorities and met 95% of deadlines consistently over the 12 months

• Track record of resolving 90% of complex customer issues within 24 hours, leading to a 15% increase in customer satisfaction
• Thorough knowledge of customer service best practices and strategies, with a proven track record of implementing effective solutions
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish Language desirable

Skills:

• Proficient use of MS Office applications including Teams, Word, and Excel
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Team Leadership and Support:

• Supports team of customer relations agents, providing coaching, training, and mentoring as needed
• Acts as liaison between customer relations agent team and customer support management
• Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook
• Metrics Analysis and Improvement:
• Helps management to monitor and analyze customer support metrics, identifying opportunities for improvement and implementing strategies to enhance customer satisfaction

Issue Resolution and Relationship Management:

• Responds to and resolves escalated customer issues, ensuring that customers receive prompt and courteous service
• Develops and maintains strong relationships with key customers, serving as their primary point of contact for support-related issues

Collaboration and Strategy Development:

• Works closely with cross-functional teams to develop and implement customer support strategies and initiatives
• At the direction of management, helps to manage customer support projects and initiatives, ensuring that they are completed on time and within budget

Policy and Procedure Management:

• Develops and maintains customer support policies and procedures, ensuring that they are up-to-date and aligned with best practices

Project management and Ticketing Monitoring:

• At the direction of management, helps to manage customer support projects and initiatives, ensuring that they are completed on time and within budget
• Monitors customer support tickets to make sure customer issues are resolved in a timely and efficient manner

Customer Interaction and Field Support:

• During times of high interaction volume, takes direct customer interactions to assist the customer relations agent team and ensure customers receive timely service
• When needed, assist customer relations agent team with support of field technicians completing on-site installs and troubleshooting

Other duties as assigned.

Supervisory Responsibilities:

• Adheres to team procedures and guidelines, as well as policies outlined in the Race Communications Employee Handbook.
• Provides support in identifying training needs and supports professional development initiatives to enhance team skills and performance. Helps onboard and mentor new team members to ensure they are equipped with the knowledge and skills needed to perform their roles safely and effectively.
• Provides support to team members on various team matters, ensuring alignment with organizational policies and applicable laws.
• Collaborates with team members to maintain a positive work environment by fostering open communication, addressing minor conflicts, and escalating issues as needed.
• Helps ensure team members have the tools and resources needed to succeed, assisting in tracking progress toward goals and providing status updates as requested.
• Assists in maintaining compliance with company policies, procedures, and regulatory requirements, ensuring team alignment with organizational standards.
• This role does not have direct supervisory responsibilities. The Lead may assist in tasks related to supervision on behalf of the reporting supervisor or manager on duty, such as coordinating task assignments, timing of shift breaks, validating mid-level transactions, and escalating disciplinary and performance matters.

As Part of Our Team, You Will Enjoy:

• 100% Employer-paid medical, dental, vision, and life for all our employees
• 401 (k) with 100% Employer-matched up to 4% of your annual income
• Generous paid time off including sick, vacation, holiday and birthday pay
• Free Race highspeed internet and phone service where available