Customer Service Representative / Technical Assitance

Position Summary

We’re hiring a Customer Service Representative (“Concierge”) to serve as the first point of contact for customers with questions or concerns about their internet service. This role is focused on proactive, white-glove support—delivering a first-in-class experience with empathy, technical troubleshooting, and a commitment to resolving issues quickly (often before they become issues at all). You’ll support customers across phone, email, and chat while maintaining high satisfaction and first-contact resolution.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat, ensuring customers feel personally supported
• Resolve customer issues and complaints efficiently with empathy and professionalism
• Handle call intake in accordance with customer service policies
• Troubleshoot internet-related technical issues and assist customers with solutions
• Educate customers on products and services and recommend ways to improve their internet experience (inside sales)
• Process customer orders and cancellations for inbound sales; update account information on every interaction
• Partner with other departments to resolve complex issues; escalate unresolved issues when needed
• Meet or exceed service goals including response time, customer satisfaction, and first-call resolution
• Maintain up-to-date product and technical knowledge

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• 3+ years of customer service experience (telecommunications industry preferred)
• Demonstrated ability to connect with customers and deliver exceptional satisfaction scores
• Strong knowledge of fiber internet market and technology trends
• Excellent communication and interpersonal skills
• Ability to multitask in a fast-paced environment
• Strong problem-solving and critical-thinking skills
• Able to learn new technical skills quickly
• Proficient in Microsoft Office; experience with CRM and/or billing systems
• Flexible schedule availability (evenings, weekends, holidays as needed)

At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time – teams that move big ideas forward.

Across the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.

Because at the end of the day, we exist to help companies and people achieve their boldest ambitions.