Race Communications

Customer Support Representative

Race Communications

full-time

Posted on:

Location Type: Remote

Location: California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $18 - $23 per hour

Job Level

Junior

About the role

  • 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
  • Explain order, installation, and construction processes to customer
  • Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation
  • Maintain accurate billing records, documentation, and supporting files for auditing and reference
  • Communicate effectively with internal teams to resolve service and billing issues efficiently

Requirements

  • Eligibility for US Employment without sponsorship
  • Minimum of 18 years of age
  • Minimum of one year of customer support and billing/accounting experience preferred
  • Proficiency with CRM systems and customer support tools; familiarity with Jira or Salesforce preferred
  • Working knowledge of billing and basic accounting practices, including the ability to reconcile accounts and resolve discrepancies
  • Strong attention to detail and accuracy when handling customer and financial data
  • Ability to type a minimum of 40 words per minute with accuracy
  • Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
  • The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
  • Bilingual communication skills are considered a plus, particularly when serving diverse communities
Benefits
  • 100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
  • PTO (vacation, sick)
  • 11 paid holidays
  • paid birthdays
  • 401k matching (4%)
  • Free fiber internet service for all employees living in our service area
  • A culture built on integrity, mutual respect, and a shared purpose
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportbillingaccountingCRM systemsbilling systemdata reconciliationinvoice generationpayment processingservice order managementtyping (40 wpm)
Soft Skills
customer satisfactioneffective communicationattention to detailempathyproblem-solvingflexibilityrelationship buildingtimelinessprofessionalismteam collaboration