Customer Service Representative

Position Description :

Lyte Fiber, LLC ("Lyte") is looking for a dynamic and motivated Bilingual (English / Spanish) Customer Service Representative who is passionate about delivering outstanding customer experiences.

The Customer Service Representative is responsible for providing excellent customer support, ensuring a positive and efficient experience for Lyte Fiber customers.

This role involves interacting with customers through multiple communication channels (phone, email, chat), resolving inquiries, troubleshooting issues, and guiding customers through solutions.

The ideal candidate will be customer-focused, detail-oriented, and skilled in handling a wide range of customer concerns, all while maintaining a friendly and professional demeanor.

Duties and Responsibilities :

• Provide timely and effective customer service through phone, email, and online chat channels.
• Resolve customer inquiries related to products, billing, services, and technical support.
• Accurately log and track customer interactions using the internal system.
• Troubleshoot and resolve customer issues, escalating complex cases as necessary.
• Offer product and service information, helping customers make informed decisions.
• Assist with onboarding new customers and explaining company policies and procedures.
• Collaborate with team members to improve customer experience and operational processes.
• Follow up with customers to ensure issues have been resolved to their satisfaction.
• Stay updated on company products, services, promotions, and any changes in procedures.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job.

Duties, responsibilities, and activities may change at any time, with or without notice.

Minimum Qualifications :

• Bilingual (English / Spanish) Required
• High school diploma or equivalent (Bachelor's degree preferred).
• Proven experience in a customer service role, preferably in the telecommunications or technology industry.
• Strong communication skills, both verbal and written.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Problem-solving skills and attention to detail.
• Positive attitude and a passion for helping people.
• Ability to work independently and as part of a team.

Preferred Qualifications :

Experience in the fiber optics or telecommunications sector.

Physical Demands and Work Environment

• Ability to sit for extended periods and work in front of a computer screen.
• Listen and talk to clients using headphones for extended periods
• Occasional lifting of up to 15 pounds may be required.

About Lyte Fiber

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC ( Lyte ) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond.

Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities.

As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.

Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR.

Requests will be evaluated on a case-by-case basis and cannot be guaranteed.