Customer Care Representative
Eatonville, Tacoma, or Centralia, WA
Position Summary
As a Customer Care Representative at Lightcurve, you will be the primary point of contact for residential customers, responsible for building and sustaining customer relationships by providing exceptional service and promoting Lightcurve’s telecommunications and broadband products.
This role involves handling customer inquiries, troubleshooting technical issues, processing orders, and meeting sales objectives. The ideal candidate is goal-oriented, has strong communication skills, and enjoys helping customers optimize their service experience. This role is ideal for an adaptable problem-solver who thrives in a fast-paced environment and is driven to contribute to team and company sales goals.
Primary Responsibilities
Customer InteractionRespond to customer inquiries by phone or in person, handling requests for installations, service changes, and general support.
Sales and UpsellingIdentify customer needs and promote Lightcurve’s products to enhance their service experience. Meet or exceed sales goals by actively participating in sales initiatives and upselling opportunities.
Order ProcessingAccurately enter and manage customer orders in billing and CRM systems, ensuring precision in charges, account changes, and installation scheduling.
Billing and PaymentsAssist customers with billing questions, process payments, and encourage the use of Lightcurve’s self-service tools.
Technical TroubleshootingHandle basic troubleshooting tasks, open and manage trouble tickets, and escalate complex issues as needed.
Collaboration and Team ContributionWork closely with team members and other departments to ensure a seamless customer experience and share best practices for problem resolution.
Core Competencies, Personal Attributes, and Skills
Customer-FocusedDedicated to delivering outstanding service and fostering positive customer relationships.
AdaptableComfortable in a fast-paced, changing environment and eager to learn new skills and technologies.
Problem-SolverAble to think critically and creatively to resolve customer issues effectively.
Goal-OrientedDriven to achieve sales targets and contribute to team success.
Detail-OrientedEnsures accuracy in order processing, documentation, and data entry.
Strong verbal and written communication skills, with a clear speaking voice and confidence in phone and in-person interactions.
Ability to work in a fast-paced, high-pressure environment and manage multiple tasks.
Proficiency in Microsoft Office and experience with CRM or billing systems.
Familiarity with sales techniques and ability to meet or exceed sales objectives.
Experience with tools such as iVue, Pivot, or Salesforce is a plus.
Measuring Success
- Achieve high customer satisfaction scores through effective problem-solving and attentive service.
- Meet or exceed individual sales targets and contribute to team sales objectives.
- Resolve customer issues during the initial contact to minimize follow-up interactions.
- Maintain a high level of accuracy in order processing and customer data management.
- Contributing to and developing a performance and results oriented culture.
- Behaviors that are aligned with and strengthen company values.
Experience and Qualifications
- High school diploma or GED required.
- 1–3 years of customer service experience, preferably in the telecommunications or broadband industry.
- A scrappy, nimble, innovative, hands-on contributor who is not afraid to roll up their sleeves to accomplish goals.
- Demonstrated critical thinking skills, excellent and proactive communication skills, an ability to identify, prioritize, and collaborate effectively.
- Criminal Background, Drug, Non-Negilgent Driving, and Employment Level Credit Checks Required.
Location, Work Environment, and Physical Requirements
- In-office, based in one of our three offices located in Eatonville, Tacoma, or Centralia, WA.
- Our work spaces are collaborative and customer-focused, with a commitment to professional growth and team support.
- Prolonged periods of screen time and extended sitting may be required. Occasional overtime or weekend shifts may be necessary to meet peak workload demands.
Compensation
- The pay range for this position is $20-$26 per hour
- Paid Holidays
- Paid PTO
- Medical, Dental,Vision, and Life Insurance
- 401K w/ matching
- Employee Assistance Program
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.
