Customer Service Representative (Remote)

Job Title: Customer Service Representative

Company: LightCraft

Location: Remote, Maine

Department: Operations

COMPANY BACKGROUND:

Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.

LightCraft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions. With a commitment to innovation and operational excellence, LightCraft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

POSITION SUMMARY:

The Customer Service Representative (CSR) is the primary point of contact for customers across all fiber networks operated by LightCraft. This role is responsible for answering inbound calls, managing and triaging support tickets, and resolving first-order issues across a broad range of customer needs - including technical support, residential sales inquiries, account management, and billing. The CSR serves as a knowledgeable, professional, and empathetic ambassador for each network, ensuring a consistent and high-quality experience for every customer interaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Call Handling & Customer Communication

• Answer all inbound calls from customers across multiple fiber networks operated by LightCraft
• Provide accurate, friendly, and efficient support on first contact wherever possible
• Identify the correct network and customer account for each interaction and respond accordingly
• Document all call interactions clearly and completely in the ticketing system

Ticket Management & Triage

• Monitor, manage, and triage incoming support tickets from all networks in the ticketing platform
• Meet defined SLAs for response and ticket handling
• Categorize and prioritize tickets by type, urgency, and network
• Resolve first-order issues independently and escalate complex or technical issues to the appropriate team
• Follow up on open tickets to ensure timely resolution and customer satisfaction
• Maintain clear ticket notes and status updates throughout the resolution lifecycle

Technical Support

• Assist customers with common service issues including connectivity problems, equipment restarts, router configuration, and ONT troubleshooting
• Walk customers through basic diagnostic steps to identify and resolve service interruptions
• Escalate unresolved technical issues to field technicians or network operations staff with complete documentation
• Communicate service outages and maintenance windows clearly and proactively to affected customers

Residential Sales Support

• Answer inbound inquiries from prospective customers regarding service availability, plans, pricing, and promotions
• Process new service orders and coordinate activation with the appropriate network operations team
• Support residential sales campaigns by following up on leads and inquiries as directed
• Promote service upgrades and add-ons to existing customers where appropriate

Account Management

• Assist customers with account updates including contact information, service address changes, and plan modifications
• Process service cancellations, transfers, and pauses according to company policy
• Maintain accurate and up-to-date customer account records in the billing and CRM systems

Billing Support

• Respond to customer billing inquiries including invoice questions, payment issues, and billing disputes
• Process payments, set up autopay, and assist with past-due accounts in accordance with company policy
• Coordinate with the billing team on complex billing issues, credits, or adjustments
• Clearly explain charges, plan pricing, and any applicable fees to customers

EDUCATION AND/OR EXPERIENCE

• High school diploma or equivalent required
• Associate's or Bachelor's degree preferred but not required
• Previous experience in one or more of the following areas preferred:
  
  
  • Customer service, call center, or help desk environments
  • Telecommunications, internet services, or utilities
  • Billing, account management, or basic technical support
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, or similar) is a plus
• Experience supporting multiple brands or client accounts simultaneously is preferred
• Equivalent combination of education and experience will be considered

COMMUNICATION SKILLS

• Excellent verbal communication skills with a professional, patient, and customer-focused demeanor
• Ability to communicate technical concepts in clear, non-technical language
• Strong active listening skills to accurately identify customer needs and concerns
• Professional written communication skills for ticket documentation and customer correspondence
• Comfortable managing difficult or frustrated customers with empathy and composure
• Ability to adapt communication style across different networks, communities, and customer profiles

WORKING CONDITIONS

• Office-based or remote position, depending on location and company policy
• Standard business hours required; some early morning, evening, or weekend availability may be needed based on network coverage schedules
• Extended periods of time seated at a computer workstation
• Simultaneous management of multiple open tickets and active communications
• Fast-paced environment requiring strong attention to detail and multitasking

COMPENSATION

• Hourly rate or salary commensurate with experience
• Benefits package including health insurance, paid time off, and retirement plan options (as applicable)

REPORTING RELATIONSHIP

This position reports directly to the Customer Service Manager or designated Operations Leadership at LightCraft and works closely with network operations, billing, and sales teams across all managed networks.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.