Customer Service Representative (2124)

Customer Service Representative | Ripple Fiber

We are seeking a Customer Service Representative (CSR) to join our growing team.

About Ripple Fiber

Our mission is to provide access to the best internet for life while bridging the digital divide through advanced technology that improves people's lives. By delivering fast, reliable fiber-optic internet, we help connect communities to greater opportunities in education, entertainment, and employment.

As we continue expanding into new markets, our goal is to bring high-quality fiber internet to millions of homes across the country.

About our Culture

Ripple Fiber is a dynamic, fast-growing, and innovative company built on collaboration, accountability, and commitment to excellence. We value motivated, adaptable individuals who take initiative, embrace challenges, and are passionate about delivering exceptional customer experiences.

We prioritize our employees by fostering a supportive environment that encourages professional development, teamwork, and career growth.

About the Role

The Customer Service Representative is responsible for helping deliver a seamless, professional, and responsive customer experience. This role supports customer inquiries, appointment coordination, work order accuracy, and service delivery follow-through to ensure commitments are managed effectively and customer needs are addressed in a timely manner.

Serving as a key liaison between customers, Customer Service, Field Operations, and internal support teams, this position coordinates scheduling updates, resolves service-related concerns, supports basic troubleshooting, and helps maintain clear communication throughout the customer journey.

The successful candidate will be customer-focused, detail-oriented, adaptable, and able to manage competing priorities in a fast-paced environment while maintaining professionalism, accuracy, and accountability.

Responsibilities:

Customer Support & Issue Resolution

• Respond professionally to customer calls, emails, and messages regarding billing, scheduling, service inquiries, and account support.

• Provide solution-oriented support while maintaining a positive and consistent customer experience.

• Investigate, resolve, and appropriately escalate customer concerns to support timely issue resolution.

• Assist customers with troubleshooting, account updates, service changes, and appointment-related needs.

• Identify opportunities to proactively address customer concerns and support customer satisfaction and retention.

Service Delivery & Field Coordination

• Coordinate installations, service appointments, and technician work orders to support efficient daily operations.

• Monitor technician schedules, routing assignments, and work order details based on availability and operational priorities.

• Act as a communication point between customers, Customer Service, Field Operations, and internal departments.

• Provide timely updates regarding appointment windows, technician availability, delays, and scheduling changes.

• Support field technicians by addressing scheduling conflicts, work order discrepancies, and service-related concerns.

• Collaborate with appropriate teams to reduce delays, prevent service disruptions, and improve service delivery outcomes.

Documentation & Operational Accuracy

• Maintain accurate records of customer interactions, work orders, scheduling updates, and issue resolutions in company systems.

• Ensure customer information, appointment details, and service statuses remain current and accurate.

• Follow company policies, communication standards, and operational procedures consistently.

• Demonstrate accountability and attention to detail when managing customer requests and service coordination activities.

Teamwork & Continuous Improvement

• Collaborate cross-functionally to support daily operational goals and customer experience standards.

• Adapt to changing business needs, priorities, and responsibilities as the company grows.

• Share customer feedback and operational observations to help identify process improvement opportunities.

• Participate in ongoing training, coaching, and professional development.

• Contribute to a positive, supportive, and results-driven team environment.

Qualifications & Experience:

• High school diploma or equivalent required; college coursework or degree preferred.

• Experience in customer service, telecommunications, scheduling, dispatch, or service coordination preferred.

• Strong verbal and written communication skills, including active listening and professional phone etiquette.

• Ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.

• Strong problem-solving skills and sound judgment when addressing customer and operational concerns.

• Ability to remain calm, professional, and solution-focused in high-pressure situations.

• Proficiency with computers and ability to learn multiple software platforms and internal systems.

• Strong attention to detail and commitment to accurate documentation.

• Customer-first mindset with a demonstrated commitment to service excellence.

• Ability to work independently while contributing to a collaborative team environment.

Preferred Skills:

• Experience using CRM, ticketing, scheduling, or dispatch software.

• Familiarity with telecommunications, fiber-optic internet, or field service operations.

• Ability to analyze information, identify issues, and implement practical solutions.

• Flexibility to learn new processes and support evolving business needs.

• Bilingual or multilingual proficiency is a plus.

Ripple Fiber offers competitive compensation, a comprehensive benefits package, 401(k) options, employee perks, and opportunities for professional growth and career development.

Candidates who are passionate about customer service, problem-solving, and supporting efficient service delivery are encouraged to apply.

Please submit a resume and cover letter for consideration.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.