Customer Service Representative

Fairstead is a purpose-driven real estate firm dedicated to building sustainable communities across the country. Headquartered in New York, with offices in Colorado, Florida, and Washington DC, Fairstead owns a portfolio of more than 25,000 apartments across 28 states that includes 17,000 units under management. Fairstead’s commitment to communities is realized through a comprehensive platform that leverages in-house expertise in acquisitions, development, design and construction, asset management, and property management.

Fairstead’s primary mission is to provide high quality housing to all regardless of income, and to make our stakeholders feel “Right at Home.” We accomplish this through an empathetic and innovative approach, and by utilizing our interdisciplinary platform as an investor, developer, owner, and operator.

Fairstead’s Core Values: Innovation, Determination, Integrity, Humility, Empathy and Partnerships

We are looking for a Customer Service Representative who is passionate about solving problems, enjoys working directly with customers, and wants to grow their career in customer service. This role is an opportunity to learn the ins and outs of customer operations at a growing ISP and, over time, take on more responsibility — including helping to build and lead a customer service team. 

Key Responsibilities: 

• Respond to customer inquiries via phone, email, and chat, ensuring timely and professional resolution of issues
• Troubleshoot basic connectivity and service issues, escalating more complex problems to technical teams
• Log customer interactions and updates in the CRM system to maintain accurate records
• Proactively identify patterns in customer feedback and share insights with management
• Work closely with internal teams, such as field technicians and sales, to coordinate service requests
• Own customer satisfaction by following up to confirm issues are fully resolved
• Contribute to improving customer service processes, FAQs, and internal documentation
• As the company grows, support training and onboarding of new customer service representatives 

Qualifications: 

• 1-4 years of experience in a customer service role, ideally in internet, telecom, property management, or technology industries
• College education preferred
• Strong communication skills, both written and verbal
• Comfortable with basic troubleshooting for internet and device connectivity issues
• Experience using CRM, ticketing, or call center software (a plus)
• Self-starter who can work independently and thrives in a fast-paced environment
• Interest in growing into a leadership role as the team expands 

#LI-AC

Diversity in backgrounds and experiences is key to Fairstead’s success. Being an equal opportunity employer is a central tenet of our philosophy that shapes who we are and the communities we serve. Our goal is to ensure competitive total compensation that is commensurate with experience, location, and other market benchmarks.