Customer Care Representative - Web-Based, Eatonville, Centralia, and Tacoma
Position Summary
As a Web-Based Customer Care Representative at Lightcurve, you will manage and process customer and account-related tasks through our digital platforms and internal systems. This role involves handling documentation, processing online orders, auditing account information, and tracking customer requests. You will also collaborate with departments to ensure smooth operations, respond to customer inquiries on social media, and assist with phone queues during peak call times. Strong attention to detail, organizational skills, and communication abilities are essential for managing digital requests and coordinating across teams.
Key Responsibilities
Documentation Management
- Attach and maintain customer forms and documentation in internal systems, ensuring accuracy and consistency across all accounts.
Digital Request & Social Media Management
- Monitor and manage customer requests from online portals, email, and other digital communication channels.
- Respond to customer inquiries or issues received through social media, ensuring timely and professional engagement in line with company guidelines.
- Process tasks promptly and ensure timely responses and task completion.
Order Processing & Tracking
- Process all e-commerce orders, including account changes and new customer connections.
- Ensure orders align with current promotions and company policies.
- Track orders to ensure steps like customer contact and scheduling are completed before installation.
- Audit new accounts and ensure all information is accurate, resolving discrepancies as needed.
Customer Account Management
- Update customer accounts, ensuring accurate documentation and communication are attached.
- Monitor and adjust customer accounts based on audits and reviews of account activity or customer eligibility for programs or promotions.
- Perform account reviews as necessary, ensuring compliance with current policies and resolving discrepancies or adjustments.
Cross-Department Collaboration
- Collaborate with departments to ensure smooth process and system integration.
- Resolve operational issues across teams, ensuring minimal disruption to customer services.
Phone Queue Assistance
- Support the customer care team by signing into the phone queue during periods of high call volume or when requested by the supervisor.
- Assist in providing timely and efficient customer service over the phone during peak times.
Reporting & Auditing
- Track and report on customer requests and orders, ensuring efficient processing.
- Conduct audits of customer accounts and orders, resolving discrepancies quickly.
Measuring Success
- Request Management: Successfully process digital and social media customer requests with timely task completion and responses.
- Order Accuracy: Process e-commerce orders with minimal errors and ensure timely fulfillment.
- Documentation: Maintain accurate and consistent records in internal systems.
- Tracking & Reporting: Efficiently track and audit customer requests, ensuring accurate reporting and issue resolution.
- Collaboration & Queue Assistance: Collaborate effectively with other departments and provide phone queue support during peak times, maintaining smooth customer service operations.
- Contributing to and developing a performance and results oriented culture.
- Behaviors that are aligned with and strengthen company values.
Experience and Qualifications
- Education: High school diploma or equivalent required; an Associate’s degree in Business, Communications, or a related field is a plus.
- Experience: 2+ years of experience in customer service, operations, or administrative support, preferably in the telecommunications or technology industry.
- Technical Skills: Proficiency with customer management systems (CMS) and basic knowledge of digital tools and APIs.
- Communication Skills: Strong written and verbal communication skills, with the ability to handle digital and social media requests, as well as phone queue support.
- Organizational Skills: Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Problem-Solving: Strong analytical skills to resolve customer service issues and order discrepancies.
- Adaptability: Openness to learning new tools, processes, and systems as company operations evolve.
Compensation
- The pay for this position ranges from $22.00-$24.88 per hour.
To apply, please email your resume to careers@getlightcurve.com and reference Customer Care Representative – Web-Based in the subject line.
Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.
About Lightcurve
Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies
In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.
To Apply
By Mail: Resumes & Cover Letters can be mailed to:
Human Resources
Lightcurve
2516 Holgate St.
Tacoma, WA 98402
By E-mail: Resumes & Cover Letter can be e-mailed to:
About
Lightcurve
Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.
Lightcurve is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.
