About Lightcurve (formerly Rainier Connect)
Lightcurve (formerly Rainier Connect) is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). This investment 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. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.
We are looking for creative, solution-driven Customer Care representatives to join our team in our Centralia office.
What does it look like to be a Customer Care Representative at Lightcurve?
It starts with training!
Our new Customer Care reps take part in an interactive 2 week classroom style training held in our Eatonville office. During this training we will cover everything you need to know to assist customers with making payments and accessing our online billing portal and App. Next, over the course of a few months, we will teach you about our products, services and systems to sell Lightcurve services and assist customers. As a fully 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.
Here are some other important skills and everyday tasks that are part of our Customer Care Rep’s responsibilities:
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)
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.
Lightcurve is an Equal Opportunity Employer.
Job Type: Full-time
Pay: From $19.95 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Ability to Relocate:
- Centralia, WA 98531: Relocate before starting work (Required)
Work Location: In person