What are the responsibilities and job description for the Customer Relationship Advocate position at ImOn Communications, LLC?
Description
ImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a Customer Relationship Advocate to join our team.
At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you’ll help our team create connections, one person at a time.
The Customer Relationship Advocate technical support through our customer care contact center, for both current and potential cable television, high-speed data (HSD), and phone customers. This position requires teamwork and the ability to achieve customer satisfaction along with meeting department and company goals.
Essential duties and responsibilities include but are not limited to:
- Assist customers with general service inquiries, account changes, billing information, and technical issues and offering our outstanding products to new and existing customers.
- Demonstrate active listening and effective communication to ensure a mutual understanding of customer's concerns.
- Represent ImOn Communications in a positive, professional, and ethical manner; working to exceed customer's expectations while minimizing need for further escalation.
- Take ownership and accountability that serves to facilitate successful outcomes per customer requests.
- Promote ImOn products and services based on a logical relationship to the customer's needs and in accordance with business goals.
- Analyze and solve problems regarding billing, service, or sales issues.
- Demonstrate punctuality and consistent attendance.
- MUST be able to work a flexible schedule.
Requirements
We are looking for people with:
- High School degree or equivalent
- At least 2 years customer service experience in a high-contact, service-related environment.
- Proficient PC skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
- Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
- Excellent interpersonal and communication skills with the ability to work independently as well as part of a team.
- Demonstrated listening skills with the ability to obtain key information to assess customer needs and resolve service problems.
- Proven ability to maintain composure in stressful situations. Flexibility to work variable schedules and overtime as required.
It is nice if you are:
- Fluent in the English and Spanish language (highly desired).
At ImOn, we'll hook you up. We offer our employees a full benefit package to include:
- A 401k plan with up to a 4% company match.
- Insurance benefits that include multiple health insurance plans to choose from, Dental insurance, free Vision insurance and Life/Disability insurance.
- A robust wellness program that offers annual health screenings as well as fitness incentives.
- Work/Life balance that includes several different types of paid time off such as paid holidays, vacation time, personal time, volunteer time off as well as parental leave and bereavement leave.
