Call Center Representative

Residential Customer Care -Tier IAt Socket, we connect our community to great service. We're hiring a Residential Customer Care -Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience.A Day in the LifeIn this role, you'll work in a call center environment, logging into the call queue and assisting residential customers throughout the day. You'll answer questions, resolve billing and account issues, and help customers feel confident about their services. Between calls, you'll complete accurate and detailed documentation to ensure every interaction is well recorded. Each day is fast-paced, customer-focused, and centered on delivering a great experience from start to finish.What You'll DoKey responsibilities include:Answer incoming calls in a call center environment and assist residential customers in a timely, professional mannerProvide support for new and existing customer accounts, including billing inquiries, account changes, and service questionsProcess paymentsComplete thorough and accurate documentation for all customer interactionsParticipate in outbound calling projects as neededFollow established procedures while maintaining a high level of customer service and professionalismIdentify and escalate issues when appropriate to ensure prompt resolutionConsistently meet quality, productivity, and customer satisfaction standardsAssisting other departments with customer informationBasic troubleshootingRegular reliable attendanceWhat We're Looking ForTo be considered for this role, you'll need the following required qualifications:Proficient computer skills – Including using multiple screens and programs at onceExcellent written and verbal communication skillsMulti-taskingAbility to prioritize tasksFriendly demeanorTelephone handling skillsRetentionUpsellingWhat Will Help You Stand OutPreferred Qualifications:Basic math skillsReasoning abilityPrevious customer service experienceAbility to accurately follow directionsPunctualityDesired AttributesBeyond the qualifications, these attributes are what make someone a great fit for our team:Respectful and Professional in all interactions with customers, coworkers, and the communityCustomer-First Advocate who listens, problem-solves, and goes beyond basic supportClear and Honest Communicator who builds trust through transparencyGrowth-Minded and Adaptable, open to learning and improvementService-Driven and Results-Focused, seeing every interaction as a chance to build lasting customer relationshipsWhy Join Socket Fiber?At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.A few of the key ways we strive to make employees feel valued include:Competitive pay + bonus potential or performance-based commissionMedical, dental, vision, life, and 401k with matchFree coaching/counseling for employees & familiesFree fiber service (if available in your area)Tuition reimbursement for personal and professional growthCommunity engagement opportunitiesCulture that values results, effort, and integrityOur Core ValuesRespect: Toward all customers, communities, property, and coworkers.Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.Transparency: In our commitments, service experiences, and business relationships.Progress: Growth is proof of our dedication to improving lives and communities.Winning: Every conversation is a chance to gain a customer for life.Ready to Apply?If you're ready to make an impact and grow your career with Socket Fiber, we'd love to hear from you. Apply today!This role is not eligible for Visa sponsorship.This role is not eligible for relocation.Salary and benefits commensurate with experience.Equal Opportunity Employer.This employer uses E-Verify.