At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.
The application window will be open until at least June 20, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.
Role Description
As a Customer Support (CS) Specialist, you will be the dedicated point of contact for resolving highly complex customer escalations from initiation to final resolution, supporting residential and business customers, ensuring their concerns are addressed efficiently and thoroughly. You will analyze customer feedback and concerns to identify the most effective resolution strategy. You will conduct in-depth analysis of escalation trends to identify systemic issues and recommend process improvements across the organization. Collaborating with various teams, you will drive effective solutions and provide critical insights to leadership on enhancing the customer experience. Your focus will be on ensuring customer satisfaction and preventing future escalations through proactive process optimization. You must possess the flexibility to work varied schedules, potentially including non-standard hours to effectively connect with customers and drive resolution.
In this role, you'll:
- Proactively investigate repeat caller situations by: analyzing call recordings, reviewing case histories and directly engaging with affected customers to thoroughly understand the root causes of non-resolution.
- Identify and synthesize common themes, friction points, and systemic patterns across multiple customer interactions that contribute to repeat contacts and hinder first-call resolution.
- Utilize insights gathered to develop data-backed recommendations for specific process improvements, agent training enhancements, knowledge base updates, or system modifications aimed at reducing repeat contacts.
- Collaborate effectively with cross-functional teams (local markets, training, quality assurance, and engineering) to present findings, advocate for proposed solutions, and support the implementation of changes designed to improve resolution rates.
- Track, analyze and report on key repeat call drivers, trends, and the measurable impact of implemented solutions, raising awareness throughout the organization and informing ongoing continuous improvement efforts.
At a minimum we'd like you to have:
- 2 years of experience in Internet Service Provider (ISP) operations or relevant industry
- Experience in contact center or customer service.
- Experience conducting data analysis, performance reviews, and process improvement initiatives resulting in actionable insights that lead to measurable outcomes.
- Experience collaborating with cross-functional teams.
- Experience using customer service software, including CRM systems like Salesforce.
- Ability to work non-standard working hours including nights, weekends, and holidays.
It's preferred if you have:
- 3 years of experience in ISP operations or a relevant industry, specifically in escalation management or process improvement roles.
- Experience presenting findings and recommendations to executive leadership.
- Experience collaborating and communicating with technical stakeholders like Engineering.
- Project management experience.
- Effective in communication, problem-solving, and conflict resolution skills.
The US compensation for this full-time position is ($27.00/hr - $29.00/hr) + annual bonus target 10% of base salary + benefits, subject to change.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
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