Customer Experience Specialist

We are excited to add this position to our growing team! LiveOak Fiber employees enjoy 100% company-paid medical, dental, vision benefits, as well as bonus potential. At LiveOak Fiber, you will be part of a team that values your ideas, contributions, and career growth. Our offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia. The following is an overview of the role and what we are looking for in a successful candidate.

Position Overview & Purpose

The Customer Support Representative serves as the first point of contact for LiveOak Fiber customers, providing exceptional service and support for our telecommunications products and services. This role ensures customer inquiries are resolved promptly and accurately, contributing directly to customer satisfaction, retention, and the company’s reputation for excellence.

Essential Duties & Responsibilities

• Responds to inbound calls, emails, and chats in a professional and timely manner.

• Assists customers with account management, billing questions, service changes, and product information.

• Troubleshoots and resolves basic technical issues with internet, phone, and/or TV services.

• Documents all customer interactions accurately in the CRM system.

• Escalates complex issues to appropriate departments while maintaining ownership until resolution.

• Follows up with customers to ensure satisfaction and issue resolution.

• Maintains up-to-date knowledge of company products, promotions, and policies.

• Meets or exceeds individual and team performance metrics, including quality, efficiency, and customer satisfaction goals.

• Contributes to a positive team environment by sharing feedback, ideas, and best practices.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Basic computer proficiency, including navigating multiple systems simultaneously.

• Customer-focused mindset with the ability to build rapport and trust.

Basic Qualifications & Competencies

• High school diploma or equivalent.

• Minimum of 1 year of customer service experience.

• Must be able to provide proof of eligibility to work in the U.S.

Preferred Qualifications & Competencies

• Previous call center experience, preferably in the telecommunications industry.

• Familiarity with CRM software and troubleshooting technical issues.

• Bilingual skills (English/Spanish or other languages) are a plus.

Physical Demands & Working Environment

• Walking- up to 40%

• Standing- up to 40%

• Reaching- up to 10%

• Lifting and/or bending- up to 10%

• Work environment- indoors

• Able to lift up 45 pounds.

• Travel: minimal (less than 10%)

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

We are an Equal Opportunity Employer. At LiveOak Fiber, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. LiveOak Fiber is also committed to compliance with the Americans with Disabilities Act (ADA).

Our workplace is committed to promoting a safe and healthy environment for all employees. Therefore, we maintain a drug-free workplace policy to ensure the well-being and productivity of our team.