Residential Fiber Technician - Customer Experience (Giga Guide)

Giga Guide

Reports to: Manager Fiber Installations

Job Summary:

Centric Fiber ("Centric") delivers industry-leading high-speed internet through Centric Fiber. Centric Fiber serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas, Arizona and Central Florida. Centric Fiber is rapidly expanding into new regions due to its advantageous fiber-as-a-utility approach. Our team is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation.

We are seeking an energetic and customer-focused Giga Guide (GG) to represent Centric in the field and deliver an outstanding onboarding experience to new residents. Giga Guides play a critical role in conducting preinstalls, completing customer installs, addressing technical tickets, and ensuring residents have a seamless service activation process. This position emphasizes customer service, installation readiness, and relationship building to help maximize customer satisfaction and increase capture rates in Centric Fiber communities.

Responsibilities:

• Serve as the primary in-person point of contact for new residents during move-in and scheduled service activation.
• Educate residents on Centric Fiber's internet offerings; highlighting benefits, features, and available plans.
• Perform preinstalls in homes to ensure readiness prior to resident move-in.
• Complete customer installs when service activation is not preinstalled.
• Address and resolve technical tickets, including provisioning and troubleshooting of installed equipment, as needed.
• Document installs, activations, and service resolutions using all applicable systems and tools.
• Maintain daily schedules, calls, and KPI metrics to meet performance goals.
• Promote additional services and upgrades to increase capture rate within assigned communities.
• Gather resident feedback and communicate potential service or process issues to internal stakeholders.
• Build positive relationships with builders, sales offices, and community partners to support resident engagement.
• Collaborate with dispatch, sales, and operations teams to resolve issues quickly and ensure smooth installations.