Residential Customer Care - Tier I

About the role

At Socket, we connect our community to great service. We’re hiring a Residential Customer Care -Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience. In this role, you’ll work in a call center environment, logging into the call queue and assisting residential customers throughout the day. You’ll answer questions, resolve billing and account issues, and help customers feel confident about their services. Between calls, you’ll complete accurate and detailed documentation to ensure every interaction is well recorded. Each day is fast-paced, customer-focused, and centered on delivering a great experience from start to finish.

Responsibilities

• Answer incoming calls in a call center environment and assist residential customers in a timely, professional manner
• Provide support for new and existing customer accounts, including billing inquiries, account changes, and service questions
• Process payments
• Complete thorough and accurate documentation for all customer interactions
• Participate in outbound calling projects as needed
• Follow established procedures while maintaining a high level of customer service and professionalism
• Identify and escalate issues when appropriate to ensure prompt resolution
• Consistently meet quality, productivity, and customer satisfaction standards
• Assisting other departments with customer information
• Basic troubleshooting
• Regular reliable attendance

Requirements

• Proficient computer skills – Including using multiple screens and programs at once
• Excellent written and verbal communication skills
• Multi-tasking
• Ability to prioritize tasks
• Friendly demeanor
• Telephone handling skills
• Retention
• Upselling

Qualifications

• Basic math skills
• Reasoning ability
• Previous customer service experience
• Ability to accurately follow directions
• Punctuality

Skills

• Respectful and Professional in all interactions with customers, coworkers, and the community
• Customer-First Advocate who listens, problem-solves, and goes beyond basic support
• Clear and Honest Communicator who builds trust through transparency
• Growth-Minded