Communications Services Specialist, Level II

About the role

The Communications Services Specialist, Level II (CSS LII) supports FOCUS Broadband’s customer experience by troubleshooting and resolving complex service issues across voice, streaming, and internet services. This role serves as a central point for diagnosing customer-reported issues, managing trouble tickets, and coordinating appropriate next steps, including dispatch for service-related repairs when necessary. Operating in a fast-paced environment, the CSS LII manages multiple customer interactions, service requests, and system updates with accuracy and efficiency. The position works closely with internal teams to ensure issues are properly identified, documented, and resolved, helping maintain reliable service, minimize downtime, and deliver a high level of customer satisfaction through clear communication and effective problem resolution.

FOCUS Broadband is North Carolina's largest communications cooperative. Formerly known as ATMC, the cooperative began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, the team provides high-speed fiber optic internet, Wireless, Security, and more. FOCUS Broadband is building a next-generation, 100% fiber-optic network in Brunswick County and expanding to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland counties. With more than 350 employees, FOCUS Broadband maintains a small company feel while offering competitive earnings and excellent benefits.

Responsibilities

• Manage multiple customer interactions, service requests, and trouble tickets in a fast-paced environment while maintaining accuracy and efficiency
• Prioritize and respond to incoming service issues to ensure timely resolution and customer satisfaction
• Follow established workflows and standard operating procedures to determine appropriate next steps, including escalation of unresolved or advanced issues to internal teams
• Dispatch service-related trouble tickets for repairs, ensuring information is accurate, complete, and aligned with departmental guidelines
• Troubleshoot, diagnose, and resolve complex service issues related to voice, streaming, internet, Wi-Fi, FTTP, and DOCSIS services using established procedures and technical knowledge
• Document all customer interactions, troubleshooting activities, and resolutions in company ticketing and trouble management systems to support service continuity and operational tracking
• Communicate clearly and professionally with customers, co-workers, and internal business partners across multiple channels (phone, chat, email)
• Provide timely updates and set appropriate expectations with customers regarding service issues and resolution timelines
• Collaborate with internal departments, including Customer Service, Network Operations, and field teams, to support issue resolution and service reliability
• Support team effectiveness by sharing knowledge, assisting with complex issues, and contributing to a positive and collaborative work environment
• Utilize multiple company systems, software applications, and troubleshooting tools simultaneously to manage service requests and maintain efficient workflows
• Maintain regular and timely attendance
• Work scheduled shifts, including evenings, weekends, overtime, on-call, and holidays based on business needs
• Perform other duties/special projects as required
• Participate on behalf of the company in community and company-sponsored activities as requested
• Attend safety meetings, complete safety and security training, and maintain a safe working environment
• Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development

Qualifications

• High school diploma or equivalent required
• Associate degree in a related technical field preferred
• CompTIA Network+ Certification preferred
• 2–3 years previous experience in technical support, service coordination, or related functions preferred
• 2–3 years previous call center experience preferred
• 2–3 years previous work with ticketing software preferred

Skills

• Knowledge of FOCUS Broadband products, services, and internal policies, including installation, repair, assignment, and construction-related procedures
• Understanding of common service issues and troubleshooting practices across voice, streaming, broadband, Wi-Fi, FTTP (Fiber-to-the-Premises), and DOCSIS technologies
• Advanced proficiency in using ticketing systems, service management platforms, and job-related software to manage customer accounts, process service orders, and support trouble reporting
• Proficiency in the use of computers, standard office equipment, and technical systems, including Microsoft Windows applications and networking fundamentals such as routers, TCP/IP, Ethernet, and related technologies
• Strong verbal and written communication skills, with the ability to communicate professionally and effectively with customers, coworkers, and internal stakeholders
• Ability to analyze information, troubleshoot technical issues, apply sound judgment, and determine appropriate solutions or escalation paths
• Ability to manage multiple tasks, prioritize work, maintain accuracy, and adapt to changing priorities in a fast-paced, high-volume environment
• Strong attention to detail, organizational skills, and the ability to perform effectively under pressure in time-sensitive situations
• Ability to work independently and collaboratively as part of a team to achieve service, operational, and customer experience goals

Physical requirements

• Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks
• Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision
• Constantly communicate with customers, coworkers, and internal teams via phone, email, video, and other electronic methods
• Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision
• Occasionally move about the workspace to access equipment, materials, and collaborate with others
• Occasionally lift, carry, or move items up to 10 pounds
• Occasionally position self to bend, stoop, or reach to perform job tasks

Work environment

Work is performed in a professional office environment with moderate noise levels. The role requires extended use of computer systems, multiple monitors, and communication tools throughout the workday. The environment includes frequent interruptions, high call volumes, and time-sensitive tasks with competing priorities. May involve limited exposure to varying indoor environmental conditions (e.g., temperature fluctuations, noise, or dust).

Benefits

• Competitive salaries
• 401k company contribution plus a tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and Long-term Disability coverage
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life
• On-site clinic available Monday–Friday
• Wellness Bonus Program — including gym reimbursement
• Tuition reimbursement
• Generous PTO & paid holidays