Residential Fiber Technician - Customer Experience (Giga Guide)

Job Description

Job Description

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.

Requirements

• High School Diploma / GED
• Strong interpersonal and communication skills with a customer-first approach
• Ability to work evenings and weekends as needed to support move-ins and community
• events
• Valid driver’s license and insurable driving record required; must be able to drive a
• company vehicle.
• Ability to work independently and manage schedules effectively
• Preferred Requirements:
• Previous experience in customer service, sales, or technical support
• Experience working in residential communities, telecom, or utilities industries
• Bilingual skills (Spanish/English) a plus

Benefits

• Competitive base pay + bonus
• Great benefits (medical, dental, vision, and more)
• Generous PTO policy
• 10 company-paid holidays
• 401(k) plan with 5% company match
• Centric Fiber is an Equal Opportunity Employer. Qualified applicants will receive
• consideration for employment without regard to race, color, religion, sex, sexual orientation,
• gender identity, national origin, disability, or veteran status.