Customer Service Representative (Concierge)

Customer Service Representative (Concierge)

About the Organization Deliver an exceptional experience. Make a real impact. Grow with us.At Greenlight Networks, we're not just building a network-we're building stronger, more connected communities. Founded in 2011, Greenlight Networks designs, builds, and operates a high-speed fiber-optic network delivering internet speeds up to 8 Gigabits per second to homes and small businesses. Today, we serve more than 225,000 homes and nearly 10,000 businesses across New York, with continued expansion into Pennsylvania and Baltimore.Our mission is to connect our communities by delivering the best internet experience and providing our customers the freedom to work, play, and live without limits!

Category Customer Experience

Full-Time/Part-Time Full-Time

Location Rochester

Description

As aCustomer Service Representative (Concierge) ,you’ll be the voice and problem-solver our customers rely on. You’ll play a key role in delivering a best-in-class experience by helping customers navigate everything from installation to troubleshooting—making their day easier and their connection seamless. This position is located in office at our headquarters in Rochester, NY.Essential Functions

• Serve as the primary point of contact for customers, installers, and internal teams—delivering a best-in-class experience every time

• Troubleshoot connectivity and service-related issues via phone, email, and chat

• Support customers with billing questions, service inquiries, and inbound sales needs

• Communicate technical information in a clear, concise, and approachable way

• Accurately document all customer interactions and resolutions

• Manage multiple priorities in a fast-paced, team-driven environment

• Collaborate across teams and step in to support additional responsibilities as needed

Knowledge, Skills and Abilities

• Strong PC hardware and software knowledge; home networking experience is a plus

• Excellent written and verbal communication skills with a friendly, customer-first approach

• Ability to simplify technical concepts for a non-technical audience

• Strong attention to detail and organizational skills

• Ability to work both independently and collaboratively within a team

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Curiosity and interest in learning how a fiber-optic network is designed, built, and operated

• Bilingual skills are a plus

Education and Experience

• Associate’s degree or equivalent experience preferred

• Because we operate as an essential business, flexibility is key—this role includes non-traditional hours and may require weekend shifts to support our customers

Compensation:

Our job titles may span more than one career level. The pay range for this position is $20.00 - $25.00 an hour. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at

EOE Statement Greenlight Networks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Greenlight Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Greenlight Networks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Greenlight Networks will not tolerate discrimination or harassment based on any of these characteristics. Greenlight Networks encourages applicants of all ages.

This position is currently accepting applications.