Customer Support Representative - Remote - CA Only

Location: Remote: California.

Location Status: Work will be primarily performed remotely from home office 5 days per week. 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.

Comp: $18-$23 USD per hour

About Us:

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 Support Representative is a customer-focused professional responsible for delivering timely and effective support across a variety of communication channels, including phone, email, chat, and messaging platforms. This role serves as a primary point of contact for customers, assisting with service inquiries, account management, order processing, and billing-related questions. The Customer Support Representative evaluates customer needs, provides accurate information, and resolves issues with a high level of professionalism and empathy. By clearly explaining products, services, and billing details, this role ensures customers have a strong understanding of their accounts and available solutions. The position also involves maintaining accurate records, managing service requests, and collaborating with cross-functional teams to ensure efficient issue resolution. Through strong communication, problem-solving, and attention to detail, the Customer Support Representative plays a key role in enhancing the overall customer experience, supporting customer retention, and contributing to operational efficiency.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age

·        Minimum of one year of customer support and billing/accounting experience preferred

·        Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred

·        Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies

·        Strong attention to detail and accuracy when handling customer and financial data

·        Ability to type a minimum of 40 words per minute with accuracy

·        Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs

·        The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

·        Bilingual communication skills are considered a plus, particularly when serving diverse communities

Skills:

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

Essential Duties and Responsibilities:

Customer Interaction and Support:

·        Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing

·        Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction

·        Provide clear explanations of products, services, account activity, and billing details

Communication and Documentation:

·        Follow established communication procedures, guidelines, and policies to maintain high standards of customer service

·        Use appropriate tools and systems to provide accurate, valid, and complete information

·        Accurately document customer interactions, billing activities, and resolutions in CRM and billing system

·        Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking

Customer Relations and Account Support:

·        Build and maintain strong customer relationships through professional, empathetic, and effective communication

·        Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage

·        Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately

·        Support customer retention by resolving concerns and reinforcing service value

Billing and Payment Processing:

·        Process billing transactions accurately and in a timely manner using billing system

·        Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate

·        Process customer payments securely and efficiently

·        Update customer account, contact to maintain accurate records

Billing Review and Dispute Resolution:

·        Review billing data for accuracy and completeness, identifying and correcting discrepancies

·        Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally

·        Verify billing details against contracts, orders, and service records to ensure consistency

·        Collaborate with internal teams and customers to clarify and resolve billing concerns

Order and Service Management:

·        Explain order, installation, and construction processes to customer

·        Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation

·        Generate tickets for service issues, billing adjustments, and customer complaints as needed

Reporting and Record Management:

·        Maintain accurate billing records, documentation, and supporting files for auditing and reference

·        Assist in generating reports related to billing activities, account status, and service trend

·        Help identify patterns or discrepancies and escalate as needed

Collaboration and Coordination:

·        Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience

·        Assist with account reconciliation and support billing-related processes as needed

·        Communicate effectively with internal teams to resolve service and billing issues efficiently

Customer Experience Enhancement:

·        Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy

·        Educate customers on billing processes, service features, and self-service tool

·        Provide guidance to help customers understand charges, avoid issues, and maximize service value

·        Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction

Additional duties as required.

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.