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Customer Service Representative (Remote)

Mac Mountain LightCraft, LLC
Maine

Quick Apply

Job Details

Full-time
$19 - $24 an hour
8 days ago

Benefits

Health insurance
Paid time off
Retirement plan

Qualifications

High school diploma or GED

Full Job Description

Job Title: Customer Service Representative

Company: LightCraft
Location: Remote, Maine
Department: Operations

COMPANY BACKGROUND:

Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.

LightCraft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions. With a commitment to innovation and operational excellence, LightCraft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

POSITION SUMMARY:

The Customer Service Representative (CSR) is the primary point of contact for customers across all fiber networks operated by LightCraft. This role is responsible for answering inbound calls, managing and triaging support tickets, and resolving first-order issues across a broad range of customer needs — including technical support, residential sales inquiries, account management, and billing. The CSR serves as a knowledgeable, professional, and empathetic ambassador for each network, ensuring a consistent and high-quality experience for every customer interaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Call Handling & Customer Communication

Answer all inbound calls from customers across multiple fiber networks operated by LightCraft
Provide accurate, friendly, and efficient support on first contact wherever possible
Identify the correct network and customer account for each interaction and respond accordingly
Document all call interactions clearly and completely in the ticketing system

Ticket Management & Triage

Monitor, manage, and triage incoming support tickets from all networks in the ticketing platform
Meet defined SLAs for response and ticket handling
Categorize and prioritize tickets by type, urgency, and network
Resolve first-order issues independently and escalate complex or technical issues to the appropriate team
Follow up on open tickets to ensure timely resolution and customer satisfaction
Maintain clear ticket notes and status updates throughout the resolution lifecycle

Technical Support

Assist customers with common service issues including connectivity problems, equipment restarts, router configuration, and ONT troubleshooting
Walk customers through basic diagnostic steps to identify and resolve service interruptions
Escalate unresolved technical issues to field technicians or network operations staff with complete documentation
Communicate service outages and maintenance windows clearly and proactively to affected customers

Residential Sales Support

Answer inbound inquiries from prospective customers regarding service availability, plans, pricing, and promotions
Process new service orders and coordinate activation with the appropriate network operations team
Support residential sales campaigns by following up on leads and inquiries as directed
Promote service upgrades and add-ons to existing customers where appropriate

Account Management

Assist customers with account updates including contact information, service address changes, and plan modifications
Process service cancellations, transfers, and pauses according to company policy
Maintain accurate and up-to-date customer account records in the billing and CRM systems

Billing Support

Respond to customer billing inquiries including invoice questions, payment issues, and billing disputes
Process payments, set up autopay, and assist with past-due accounts in accordance with company policy
Coordinate with the billing team on complex billing issues, credits, or adjustments
Clearly explain charges, plan pricing, and any applicable fees to customers

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent required
Associate's or Bachelor's degree preferred but not required
Previous experience in one or more of the following areas preferred:
- Customer service, call center, or help desk environments
- Telecommunications, internet services, or utilities
- Billing, account management, or basic technical support
Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, or similar) is a plus
Experience supporting multiple brands or client accounts simultaneously is preferred
Equivalent combination of education and experience will be considered

COMMUNICATION SKILLS

Excellent verbal communication skills with a professional, patient, and customer-focused demeanor
Ability to communicate technical concepts in clear, non-technical language
Strong active listening skills to accurately identify customer needs and concerns
Professional written communication skills for ticket documentation and customer correspondence
Comfortable managing difficult or frustrated customers with empathy and composure
Ability to adapt communication style across different networks, communities, and customer profiles

WORKING CONDITIONS

Office-based or remote position, depending on location and company policy
Standard business hours required; some early morning, evening, or weekend availability may be needed based on network coverage schedules
Extended periods of time seated at a computer workstation
Simultaneous management of multiple open tickets and active communications
Fast-paced environment requiring strong attention to detail and multitasking

COMPENSATION

Hourly rate or salary commensurate with experience
Benefits package including health insurance, paid time off, and retirement plan options (as applicable)

REPORTING RELATIONSHIP

This position reports directly to the Customer Service Manager or designated Operations Leadership at LightCraft and works closely with network operations, billing, and sales teams across all managed networks.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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