Position Overview
This role is responsible for delivering a white-glove customer experience by serving as a trusted point of contact for property managers and residents. In this position you will focus on building strong relationships, resolving internet service concerns, managing support cases, and ensuring customers receive timely, professional, and effective support.
Operating in a customer service environment, this role combines technical troubleshooting, customer advocacy, and communication to drive exceptional customer satisfaction and long-term client relationships. Success in this role requires strong problem-solving skills, attention to detail, and a commitment to delivering an outstanding customer experience with every interaction.

Key Responsibilities

• Deliver a white-glove customer service experience through professional, responsive, and personalized support.
• Develop and maintain strong relationships with property managers, serving as a trusted resource for service-related needs and inquiries.
• Handle inbound and outbound customer communications regarding internet service issues, account concerns, and service requests.
• Troubleshoot internet connectivity, equipment, and service-related issues while coordinating with technical support teams when necessary.
• Create, manage, and follow up on support cases to ensure timely resolution and customer satisfaction.
• Communicate case updates, resolution timelines, and service information to customers and property management partners.
• Investigate service concerns, identify root causes, and coordinate appropriate solutions.
• Collaborate with internal departments to resolve issues efficiently and effectively.
• Monitor open cases and ensure all actions are documented accurately within CRM and ticketing systems.
• Maintain detailed records of customer interactions, troubleshooting activities, and case outcomes and maintain knowledge of company policies, systems, and support procedures.
• Consistently demonstrate empathy, professionalism, and customer-first decision-making in all interactions.

• 1 to 3 years of experience in customer service, technical support, telecommunications, account management, or a related field.
• Strong relationship-building skills with the ability to establish trust and credibility with customers and property managers.
• Excellent verbal and written communication skills.
• Experience troubleshooting connectivity, network, or technology-related issues.
• Proven ability to manage multiple tasks and priorities simultaneously while maintaining attention to detail.
• Strong problem-solving and analytical thinking abilities.
• Ability to de-escalate customer concerns and maintain professionalism.
• Experience using CRM, ticketing, or case management systems.
• Strong organizational and time-management skills.

Work Environment
This role operates in an onsite, customer-focused inbound contact support environment and requires frequent interaction with property managers, residents, and internal teams. The position involves extended computer use, case management activities, and handling a high volume of customer communications while maintaining exceptional service standards.

Compensation
Compensation includes a base salary rate plus monthly incentive opportunities. Incentives are tied to a revolving set of performance metrics designed to support customer experience, operational excellence, and business objectives. Performance measures may include quality scores, customer satisfaction, productivity, case resolution effectiveness, attendance, and other key performance indicators. Total compensation will vary based on individual achievement and overall business needs.