Building the best Internet Provider requires the best team.

Department: Concierge Group

Reports to: Director of 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 is responsible for delivering a positive, seamless customer experience. This role combines case management, technical support, customer communication, and outside sales to ensure customers receive timely, knowledgeable, and personalized service.

The ideal candidate is a strong communicator who can confidently troubleshoot customer issues, manage multiple cases from start to finish, identify opportunities to improve the customer experience, and recognize when a customer may benefit from additional products or services. This role works closely with several departments, including but not limited to; Construction Operations, Support Operations, Project Management & Marketing.

Key Responsibilities:

Customer Experience & Task Management

• Maintain an understanding of products and services to assist customers with questions.
• Acquire new subscribers via door-to-door sales and additional efforts established by the Marketing department
• Serve as a primary point of contact for customers with questions, concerns, service issues, and account needs.
• Own customer cases from initial contact through resolution, ensuring appropriate follow-up and communication.
• Document customer interactions, troubleshooting steps, resolutions, and next steps accurately in BSS/OSS.
• Coordinate with technical, operations, billing, and other internal teams to resolve customer issues.
• Proactively follow up on open tickets and ensure customers are kept informed throughout the process.
• Identify recurring customer issues and communicate trends or opportunities for improvement to leadership.
• De-escalate challenging customer situations while maintaining professionalism and empathy.

 Technical Support

• Maintain an understanding of equipment, including the associated support application.
• Assist customers with common connectivity, Wi-Fi, equipment, speed, and service-related issues.
• Walk customers through basic troubleshooting steps in a clear, easy-to-understand manner.
• Determine when an issue requires field technician job, network operations intervention, or other escalation.
• Review available customer/device information to help identify potential service issues.

 Sales & Account Support

• Some outside sales work is required.
• Establish & maintain relationships with assigned communities & our clients.
• Identify opportunities to recommend appropriate services, upgrades, or solutions based on customer needs.
• Support inbound sales inquiries and assist prospective customers through the service sign-up process.
• Educate customers on available plans, features, equipment, and service options.
• Recognize retention opportunities and work to resolve concerns before they result in customer cancellation.
• Participate in training and ongoing development related to products, systems, and technical support.
• Perform internal audits on accounts as needed.
• Participate in on-call rotation in case of service outage, a shared responsibility amongst the team.

Requirements and skills needed to be successful in this role:

• A minimum of a high school diploma, two to four years of college or equivalent post high-school education.
• 2+ years of experience in customer service, customer experience, technical support, case management, or a related field
• Microsoft Office proficiency
• Comfortable working in BSS/OSS, CRM, or case-management systems.
• Excellent written and verbal communication skills.
• Ability to troubleshoot basic technical issues and explain solutions clearly.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Ability to work independently.
• Ability to respond to customers quickly.
• Ability to handle difficult customer conversations with patience and professionalism.
• Strong attention to detail and follow-through.
• Previous experience in an ISP, telecommunications, technology, utilities, or other service-based industry is preferred but not required.
• Previous sales or account management experience is preferred but not required.

What success looks like:

A successful Customer Experience Coordinator:

• Shows up consistently.
• Communicates effectively & proactively with customers, peers & management.
• Has empathy, is technically curious, organized, and comfortable talking to customers.
• Owns customer issues, finds solutions, and looks for ways to improve.
• Is comfortable saying, “I’m not sure but let’s figure it out together!” and “I understand why you’re frustrated; I am committed to getting this taken care of for you.”
• Interacts with others in a way that gives confidence in Fiber Fast Homes and its personnel.
• Appreciates the capabilities, insights, and ideas of others.
• Is willing to learn, develop and be flexible as changes occur.
• Sets high standards of performance for self; assuming responsibility and accountability for completing assignments or tasks.