What are the responsibilities and job description for the Bilingual Customer Experience Advocate position at HUNTER COMMUNICATIONS?
Description
We're looking for a Bilingual Customer Experience Advocate to join our growing team!
The Bilingual Customer Experience Advocate will be responsible for the direct interface with customers and support personnel. They are responsible for answering the telephone, taking orders, trouble tickets, entering customer information into the billing system, and answering general billing questions. The position will also be responsible for taking payments and issuing adjustments, as necessary.
Hunter Communications is one of Southern Oregon's leading employers offering competitive wages, benefits, career growth opportunities, and an amazing team to work with! Here at Hunter Communications, all employees are offered a rich benefit package that includes; medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities
Click here to learn more about Hunter Communications careers!
Essential Functions:
- Provide Customer support, including new sales and order validation, billing research, scheduling and resolution of customer concern/issues.
- Support customers with problem resolution skills, including coordination with other internal departments.
- Resolve customer complaints by determining the cause of the problem while offering the best solution to solve the problem. Follow up with customers in a prompt manner.
- Identify and help implement improvements to the daily process.
- Handle customer inquiries both by telephone, chat, and email.
- Follow up with customers in a prompt manner.
- Maintain accurate records for customers and company.
- Perform research to resolve customer inquiries.
- Schedule Installations from Customer Sign ups
- Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Troubleshoots and resolves or escalates problems to the next level in a timely manner while following consistent, standard approaches.
- Monitor Ticketing/Tasks system and react promptly to incoming tickets from customers.
- Manage workflows of new service orders and assist, as necessary.
- Other duties as assigned by your manager or lead.
- Work with all levels of office staff, Managers and Senior Leadership Team.
Requirements
- Knowledge of commonly used telecommunications concepts, practices, and procedures.
- Strong knowledge of telephone features and services.
- Ability to follow instructions and pre-established guidelines.
- Proven track record in successful resolution of customer issues.
- Attention to detail is essential.
- Ability to work independently and multitask.
- Strong verbal communication skills.
- Attention to detail and strong documentation skills.
Education:
High School Diploma or GED Certificate required.
Experience:
General knowledge of computers, phones and voice features with an understanding of basic telephony knowledge.
Able to listen, speak plainly and communicate effectively even during stressful situations.
Experience with computers and software such as Google Suite and Microsoft programs is required.
The ability to multitask, effectively communicate, problem solve and accomplish organizational goals by accepting ownership for completing new and different requests.
Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
