Customer Service Representative

Job Location:

Indian Trail Office - Indian Trail, NC 28079, Customer Service Representative | 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.

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.

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.

• 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 elevate 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.

• 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.

• 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.

• 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.

• 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…