Residential Customer Care - Tier I

About the Role

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
• Assist 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
• Ability to prioritize tasks
• Friendly demeanor
• Telephone handling skills
• Retention and upselling skills

Qualifications

Preferred Qualifications:

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

Desired Attributes

• 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 and adaptable, open to learning and improvement
• Service-driven and results-focused, seeing every interaction as a chance to build lasting customer relationships

About Us

At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change.

Socket Fiber offers a culture where employee strengths are highlighted and recognized.

Benefits

• Competitive pay + bonus potential or performance-based commission
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free fiber service (if available in your area)
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities

Core Values

• Respect: Toward all customers, communities, property, and coworkers.
• Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.
• Transparency: In our commitments, service experiences, and business relationships.
• Progress: Growth is proof of our dedication to improving lives and communities.
• Winning: Every conversation is a chance to gain a customer for life.

This role is not eligible for visa sponsorship or relocation.