Race Communications

Customer Support

• Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing
• Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction
• Provide clear explanations of products, services, account activity, and billing details
• Follow established communication procedures, guidelines, and policies to maintain high standards of customer service
• Use appropriate tools and systems to provide accurate, valid, and complete information
• Accurately document customer interactions, billing activities, and resolutions in CRM and billing system
• Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking
• Build and maintain strong customer relationships through professional, empathetic, and effective communication
• Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage
• Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately
• Support customer retention by resolving concerns and reinforcing service value
• Process billing transactions accurately and in a timely manner using billing system
• Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate
• Process customer payments securely and efficiently
• Update customer account, contact to maintain accurate records
• Review billing data for accuracy and completeness, identifying and correcting discrepancies
• Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally
• Verify billing details against contracts, orders, and service records to ensure consistency
• Collaborate with internal teams and customers to clarify and resolve billing concerns
• Explain order, installation, and construction processes to customer
• Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
• Generate tickets for service issues, billing adjustments, and customer complaints as needed
• Maintain accurate billing records, documentation, and supporting files for auditing and reference
• Assist in generating reports related to billing activities, account status, and service trend
• Help identify patterns or discrepancies and escalate as needed
• Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience
• Assist with account reconciliation and support billing-related processes as needed
• Communicate effectively with internal teams to resolve service and billing issues efficiently
• Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy
• Educate customers on billing processes, service features, and self-service tool
• Provide guidance to help customers understand charges, avoid issues, and maximize service value
• Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction
• Additional duties as required.

Customer Support Representative

Account Executive

• The SMB Sales Representative is responsible for driving revenue growth by identifying, engaging, and building strong relationships with small and mid-sized business customers.
• This role blends prospecting, consultative selling, and account management to deliver tailored solutions that support client needs.
• The representative will manage a portfolio of SMB accounts, develop sales pipelines, and partner with internal teams to ensure customer success.
• Regular travel to client sites for meetings, presentations, and product demonstrations is a key part of the role.

Business Sales Representative

Affiliate Manager

• Supports the management and success of contracted and third-party sales partners
• Acts as a key liaison between internal teams and external organizations
• Focuses on partner communication, reporting, and operational support
• Includes commission coordination, performance tracking, and campaign updates
• Works closely with the Partner Relations Manager
• Helps ensure alignment between partner activities and company objectives
• Maintains strong day-to-day relationships

Partner Relations Specialist

Sales Operations Manager

• Execute targeted outbound sales campaigns including up-sell, win-back, and pre-sale conversion efforts
• Conduct outbound calling and follow up on abandoned orders and customer inquiries
• Engage customers across multiple touchpoints to drive conversion and revenue growth
• Support campaign tracking, reporting, and performance monitoring
• Coordinate with internal teams to ensure alignment on campaign execution and timelines
• Serve as backup support for commission payouts and investor reporting to ensure accuracy and continuity of operations
• Maintain accurate and up-to-date customer records in CRM systems
• Ensure data integrity to support effective campaign targeting and reporting
• Track and analyze performance metrics to evaluate campaign effectiveness
• Own and drive key KPIs including conversion rates, upsell revenue, win-back success, and abandoned order recovery
• Optimize and improve campaign performance based on KPI trends and insights
• Report on and communicate results, providing recommendations for continuous improvement
• Manage sales Jira boards and maintain dashboards, ensuring data accuracy, timely updates, and clear visibility into pipeline performance

Sales Operations Specialist

Sales

• The Sales Training Program Specialist is responsible for supporting the development, implementation, and scaling of the company’s sales training infrastructure to drive consistent, high-level performance across inside sales and door-to-door (D2D) sales channels, including contractor teams.
• This role contributes to the design and execution of onboarding programs, helps manage and optimize the LMS platform (Articulate 360), and supports scalable training frameworks such as train-the-trainer models for both internal teams and external partners.
• The position plays a key role in enabling sales effectiveness by delivering training across diverse sales environments, including inside sales and field-based D2D teams.
• The Specialist provides hands-on coaching to sales representatives and frontline leadership, reinforcing core selling skills, improving execution, and ensuring alignment with company standards, messaging, and customer experience expectations.
• Operating with a high level of ownership, this role partners cross-functionally with Sales Leadership, Operations, Sales Training, and contractor teams to support training initiatives aligned with business goals.
• The Sales Training Program Specialist contributes to performance improvement, consistency across markets, and the ongoing development of a scalable, high-impact sales training ecosystem.

Sales Training Program Specialist

Ecommerce

• The E-Commerce Specialist plays a critical role in driving online sales performance and improving the digital customer journey through proactive customer engagement, order recovery, and website optimization.
• This role is focused on converting abandoned cart leads into completed purchases, directly contributing to revenue growth and enhancing the overall customer experience.
• A strong communicator with a customer-focused and sales-oriented mindset, the E-Commerce Specialist engages customers via phone, SMS, and email to address questions, overcome objections, and guide them through successful order completion.
• This position also manages incomplete or failed transactions, ensuring all orders are accurate, fully completed, and properly documented.
• Working cross-functionally with sales, marketing, customer support, and development teams, the E-Commerce Specialist supports e-commerce campaigns, troubleshoots checkout issues, and contributes to ongoing website quality assurance efforts.
• The role requires curiosity about customer behavior and a willingness to learn and apply sales systems and processes to improve outcomes.
• Success in this position is measured by the ability to recover lost sales opportunities, improve conversion rates, maintain high data accuracy, and support continuous improvement in e-commerce functionality and overall customer experience.