Customer Service Representative

CUSTOMER SUCCESS REPRESENTATIVE

Full-time | Fredericksburg, Texas
Reports to: Customer Success Leadership

ABOUT NEXSTREAM

Nexstream provides internet service to customers in the Texas Hill Country. Our Customer Success team works across departments to help customers feel heard, informed, and confident that their needs are being addressed.

POSITION SUMMARY

The Customer Success Representative is a primary point of contact for Nexstream customers, providing timely, professional support from initial contact through resolution.

In this role, you’ll take ownership of customer needs rather than simply forwarding requests. When another team’s help is needed, you’ll coordinate a clear handoff, share relevant information, monitor progress, and make sure the customer receives appropriate follow-up.

The ideal candidate is organized, dependable, comfortable using multiple software platforms, and able to communicate effectively with customers, field personnel, technical teams, management, and other departments.

KEY RESPONSIBILITIES

Customer Support and Inquiry Management

• Respond promptly to customer inquiries by phone, email, text, and other company-supported channels.
• Investigate customer concerns, gather relevant information, and manage inquiries through resolution.
• Keep customers updated throughout the resolution process, especially when other departments are involved.
• Recognize and respond appropriately to customer frustration or complaints, including concerns that may not be stated as direct questions.
• Document customer interactions, actions taken, outstanding needs, and resolution details.

Customer Ownership and Follow-Through

• Stay responsible for assigned inquiries until they are resolved or appropriately transitioned to another team member.
• Proactively follow up on outstanding requests.
• Coordinate with technical, billing, field, and management teams, ensuring handoffs are complete, clear, and documented.
• Monitor escalated requests, help prevent delays, and confirm follow-up before considering an interaction complete.
• Identify recurring service issues and communicate trends to leadership.

Scheduling and Field Coordination

• Schedule and coordinate installations, site surveys, repairs, and other field appointments.
• Clearly communicate appointment details and expectations to customers.
• Coordinate availability, changes, and special circumstances with field teams.
• Accurately document scheduling information and promptly communicate changes or delays.

Service Standards and Team Communication

• Meet Nexstream’s response, follow-up, and resolution service-level expectations, prioritizing requests by urgency and service impact.
• Monitor open and pending requests and escalate issues when resolution may fall outside expected timeframes.
• Maintain consistent service standards during periods of high volume.
• Work with Operations, Field Services, Network/Technical, Billing, and Management to resolve customer requests.
• Provide complete, accurate information when requesting assistance or escalating an issue, and support fellow Customer Success team members.

Systems and Documentation

• Use Front for customer communications, FieldPulse for scheduling and work orders, and Vision for subscriber and account management.
• Maintain clear, complete customer records so team members can quickly understand the history and status of a request.
• Follow Nexstream workflows, standard operating procedures, and documentation standards, and adapt as systems evolve.

After-Hours and Weekend Support

• Participate in a rotating on-call schedule for after-hours and weekend support.
• Identify and promptly escalate outages and urgent issues, following established service-level expectations.
• Document after-hours activity and provide an appropriate handoff during normal business hours.

REQUIRED SKILLS AND QUALIFICATIONS

• Strong written and verbal communication skills and a customer-focused mindset.
• Ownership, accountability, and follow-through, with the ability to manage customer interactions from start to finish.
• Ability to work proactively and independently while contributing effectively as part of a team.
• Strong organization and time-management skills, including the ability to prioritize multiple inquiries, appointments, and tasks.
• Attention to detail and accurate documentation habits.
• A professional, patient, solution-focused approach when working with frustrated customers.
• Comfort working across multiple software systems and learning Nexstream’s products, equipment, and service processes.
• Good judgment about when to escalate an issue and how to provide the right team with the information needed to help.
• Dependability and availability for scheduled after-hours and weekend on-call rotations.

PREFERRED QUALIFICATIONS

• Experience in customer service, customer success, telecommunications, internet service, technical support, or scheduling.
• Experience in a fast-paced, multi-channel customer communication environment.
• Experience with CRM, ticketing, scheduling, field-service, or subscriber-management software. Familiarity with Front, FieldPulse, or Vision is a plus.
• Experience coordinating appointments or field service personnel.
• Basic understanding of internet connectivity, networking, or telecommunications.

HOW SUCCESS IS MEASURED

Success in this role involves more than response speed. Representatives are expected to balance timeliness, accuracy, communication quality, ownership, and the overall customer experience.

Key measures include:

• Meeting response, acknowledgment, follow-up, and escalation timeframes across channels.
• Keeping ownership of customer requests through resolution and providing proactive updates.
• Confirming customer needs are addressed before closing requests.
• Scheduling appointments accurately and maintaining complete, timely records.
• Providing clear, complete handoffs and maintaining visibility on escalated requests.
• Communicating professionally and following Nexstream procedures.
• Reliably fulfilling on-call responsibilities and following after-hours procedures.
• Collaborating across departments and escalating barriers before they delay customer support.

WHAT CUSTOMER SUCCESS MEANS AT NEXSTREAM

Customer Success at Nexstream means taking ownership of a customer’s needs and helping ensure the right action happens. Representatives stay visible on requests, keep customers informed, and work to make sure each need is addressed from start to finish.

BENEFITS

Full-time employees receive:

• Paid holidays and paid vacation
• Health and dental benefits
• Life and disability insurance

EQUAL OPPORTUNITY EMPLOYER

Nexstream is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

Pay: $20.00 - $30.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: In person