Customer Care Representative
Eatonville, Tacoma, & Centralia, WA
Lightcurve™, formerly Rainier Connect, is a premier provider of internet service, stream TV, and phone service in Washington State. We are looking for creative, solution-driven Customer Care representatives to join our team in our Eatonville, Tacoma, and Centralia offices.
What does it look like to be a Customer Care Representative at Rainier Connect?
It starts with training!
Our new Customer Care reps take part in an interactive 4 week classroom style training held in our Eatonville office. During this training we will cover everything you need to know about our products, services and systems to sell Lightcurve services and assist customers. Next, as a trained Customer Care Rep you will begin selling service to new customers and assisting our existing customers daily by phone, online and in our office lobbies. The learning won’t stop there though! In this ever changing industry updates to products and procedures will be provided on a regular basis in a combination of email communication, team meetings, and one-on-one monthly meetings with Customer Care Training Coordinators & Supervisors. As a goal driven team, all Customer Care Reps are expected to maintain minimum performance metrics which we will cover in detail during training. A successful Customer Care Rep will take advantage of all training opportunities and work directly with their Supervisor for any additional training or learning needs.
For immediate consideration for this position, email your resume to careers@rainierconnect.net with “Customer Service Representative” as the subject.
Here are some other important skills and everyday tasks that are part of our Customer Care Rep’s responsibilities:
Our new Customer Care reps take part in an interactive 4 week classroom style training held in our Eatonville office. During this training we will cover everything you need to know about our products, services and systems to sell Lightcurve services and assist customers. Next, as a trained Customer Care Rep you will begin selling service to new customers and assisting our existing customers daily by phone, online and in our office lobbies. The learning won’t stop there though! In this ever changing industry updates to products and procedures will be provided on a regular basis in a combination of email communication, team meetings, and one-on-one monthly meetings with Customer Care Training Coordinators & Supervisors. As a goal driven team, all Customer Care Reps are expected to maintain minimum performance metrics which we will cover in detail during training. A successful Customer Care Rep will take advantage of all training opportunities and work directly with their Supervisor for any additional training or learning needs.
Sales & Service
- Product & Service Knowledge. A clear understanding about the products and services we sell, along with the ability to use these services will be key in selling them
- Every customer interaction is an opportunity to sell or up sell a product that will improve the customer’s internet experience, and contribute to our team’s sales goals
- Excellent phone skills are a must! We provide a clear call criteria and call coaching to help you give the customer the best experience over the phone
- Although a majority of our calls are inbound, we do have many opportunities to reach out to new and existing customers by phone
- Billing & Payments. We assist our customers in understanding their bill for services, options for paying and how to navigate the customer’s online self help tools
- We are available wherever our customers want to contact us. We will assist them by phone, through social media, live chat and in person
- Creativity and problem solving are a must! We listen carefully to each customer’s need and provide solutions that best suit them while staying within company guidelines
- Following up with customers is often required to insure we have all of the pertinent information to deliver the services they have ordered as well as an outstanding customer experience
- Must possess excellent verbal and written communication skills to connect with consumers and give them confidence in purchasing company products or services
Data Entry
- Excellent attention to detail is critical to be sure our customers receive the service they expect and to maintain company standards for accuracy
- Basic knowledge and ability to use word processing tools and spreadsheets (MS Office Word, Excel etc.)
- Efficient typing and multitasking skills will be necessary to navigate our internal systems
- Assisting with special projects as assigned
- Review order data for deficiencies or errors and responding to any time sensitive corrections needed to meet deadlines is a must
- Verifying customer account information on every call provides consistency and up to date accounts
- Ability to organize and maintain updated procedure references is necessary to keep up to speed with this ever changing industry
- Documenting all customer interactions, without exception is a must
Culture & Team Spirit
- Must love being part of a team with the ability to work independently
- Ability to review customer accounts, identify & understand equipment needed and services available by service address & type. Recognizing and understanding the differences between the customer’s home network and the services and equipment Lightcurve provides is a must. We cover this in training, but being technically savvy will be a plus!
- Collaborating with individual coworkers and departments throughout the company helps us grow and succeed as a team
- Participating in department meetings to discuss new company products or services, customer trends, challenges and upcoming sales opportunities keeps our team working together and on the same page
- Maintaining a general understanding of how consumer internet usage changes over time will keep you excited about technical upgrades Rainier Connect is planning to provide our customers the best up to date services possible
Office Experience
- Must possess a valid driver’s license
- High School Diploma or GED
- At least 1 year of office experience
- Experience with telecommunications or internet provider industry is a plus
- Reception Desk
- Cash Handling & ability to balance a til
What do our employees love about Lightcurve?
- The excitement of a quickly growing and innovative industry
- Helping customers find solutions to their service needs, improving the way they work and play while connected to our services
- Constant opportunities to learn and grow as individuals and with a team
- A truly fun and hard working culture
- Medical, dental and vision insurance
- Optional supplemental insurance programs
- 401K + 3% match
- Access to Employee Assistance Programs
- 4 weeks per year Paid Time Off (prorated & accrued)
Compensation
- $19.95/hr – Full Time
Come join our team dedicated to company growth and amazing customer experiences. Drug, credit, driving, and background screenings required. Resumes can emailed from Indeed, or mailed to: Lightcurve – PO Box 639 Eatonville WA 98328. To be considered, applicants must include a cover letter with their best description (or even better… a personal example) of what they consider a great customer service experience.
For immediate consideration for this position, email your resume to careers@rainierconnect.net with “Customer Service Representative” as the subject.
To Apply
By Mail: Resumes & Cover Letters can be mailed to:
Human Resources
Rainier Connect
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.
