We are seeking an energetic and customer-focused Giga Guide (GG) to represent Centric in the field and deliver an outstanding
onboarding experience to new residents. Giga Guides play a critical role in conducting preinstalls, completing customer installs,
addressing technical tickets, and ensuring residents have a seamless service activation process. This position emphasizes
customer service, installation readiness, and relationship building to help maximize customer satisfaction and increase capture
rates in Centric communities.
Requirements
Serve as the primary in-person point of contact for new residents during move-in and service activation.- Educate residents on Centric’s fiber internet offerings, highlighting benefits, features, and available plans.
- Perform preinstalls in homes to ensure readiness prior to resident move-in.
- Troubleshoot and resolve service issues on-site for internet, tv, VOIP, ethernet switches, battery backup, and all future
deployed products and services.
- Support customer owned integrations/connectivity – e.g., troubleshooting Alexa devices, TV WiFi connectivity, laptop
connectivity, etc.
- Complete customer installs when service activation is not preinstalled.
- Install, service, disconnect, change, or reconnect telephone and modem equipment, serving customer residences.
- Install, service, disconnect, change, or reconnect for television and provisioning in MAUI system.
- Address and resolve technical tickets, including provisioning and troubleshooting of Calix equipment using SMX.
- Document installs, activations, and service resolutions in Salesforce.
- Promote additional services and upgrades to increase capture rate within assigned communities.
- Cover after hour on-call shifts that require answering inbound calls, responding to online emails and chats, and
dispatching to appointments, as needed, for high priority issues that may arise while on-call (this is usually a weeklong
coverage that rotates amongst all active Giga Guides).
- Support region with rollout of new equipment and software rollouts.
- Gather resident feedback and communicate potential service or process issues to internal teams.
- Build positive relationships with builders, sales offices, and community partners to support resident engagement.
- Collaborate with dispatch, sales, and operations teams to resolve issues quickly and ensure smooth installations.
- Other duties as assigned.
Education & Experience:
- High School Diploma / GED
- Strong interpersonal and communication skills with a customer-first approach
- Ability to work evenings and weekends as needed to support move-ins and community events
- Valid driver’s license; transportation will be provided via a company vehicle
- Ability to work independently and manage schedules effectively
Benefits
Competitive base pay + bonus- Great benefits (medical, dental, vision, and more)
- Generous PTO policy
- 10 company-paid holidays
- 401(k) plan with 5% company match
