Residential Customer Care - Tier I

At Socket, we connect our community to great service. We’re hiring a Residential Customer Care -Tier I team member to support customers with accounts, billing, and outreach—making every interaction a great experience.

A Day in the Life

In this role, you’ll work in a call center environment, logging into the call queue and assisting residential customers throughout the day. You’ll answer questions, resolve billing and account issues, and help customers feel confident about their services. Between calls, you’ll complete accurate and detailed documentation to ensure every interaction is well recorded. Each day is fast-paced, customer-focused, and centered on delivering a great experience from start to finish.

What You’ll Do

Key responsibilities include:

• Answer incoming calls in a call center environment and assist residential customers in a timely, professional manner
• Provide support for new and existing customer accounts, including billing inquiries, account changes, and service questions
• Process payments
• Complete thorough and accurate documentation for all customer interactions
• Participate in outbound calling projects as needed
• Follow established procedures while maintaining a high level of customer service and professionalism
• Identify and escalate issues when appropriate to ensure prompt resolution
• Consistently meet quality, productivity, and customer satisfaction standards
• Assisting other departments with customer information
• Basic troubleshooting
• Regular reliable attendance

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

• Proficient computer skills – Including using multiple screens and programs at once
• Excellent written and verbal communication skills
• Multi-tasking
• Ability to prioritize tasks
• Friendly demeanor
• Telephone handling skills
• Retention
• Upselling

What Will Help You Stand Out

Preferred Qualifications:

• Basic math skills
• Reasoning ability
• Previous customer service experience
• Ability to accurately follow directions
• Punctuality

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Respectful and Professional in all interactions with customers, coworkers, and the community
• Customer-First Advocate who listens, problem-solves, and goes beyond basic support
• Clear and Honest Communicator who builds trust through transparency
• Growth-Minded and Adaptable, open to learning and improvement
• Service-Driven and Results-Focused, seeing every interaction as a chance to build lasting customer relationships

Why Join Socket Fiber?

At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + bonus potential or performance-based commission
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free fiber service (if available in your area)
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• Respect: Toward all customers, communities, property, and coworkers.
• Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.
• Transparency: In our commitments, service experiences, and business relationships.
• Progress: Growth is proof of our dedication to improving lives and communities.
• Winning: Every conversation is a chance to gain a customer for life.

Ready to Apply?

If you’re ready to make an impact and grow your career with Socket Fiber, we’d love to hear from you. Apply today!

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.