Customer Experience Advocate

Description

Do you enjoy helping customers? Are you passionate about providing excellent service and solving problems? If so, we want you to join our team as a Customer Experience Advocate!

Here at Hunter Communications, all employees are provided a rich, fully paid benefit package including 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.

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In this role, you will assist us in providing technical assistance and support to our customers, ensuring their internet connectivity issues are resolved efficiently. This role requires excellent problem-solving skills, strong communication abilities, and a thorough understanding of internet technologies and network troubleshooting.

Under the general supervision of the Customer Experience Manager, the Customer Experience Advocate Tier 1 will be responsible for the direct interface with customers and support personnel. You will administer databases such as but not limited to telecom billing software Rev.io, Salesforce Internet Support Tools and Ticketing system. Will be responsible for answering 40-50 calls in an 8 hour shift, working trouble tickets, entering customer information into the billing system, scheduling new customers, and answering general billing questions. The position will also be responsible for taking payments and requesting adjustments, as necessary.

Knowledge, Skills, & Abilities Required

• Customer Support: Provide timely and accurate responses to customer inquiries, issues, and complaints via phone, email, chat, or other communication channels.
• Problem Resolution: Identify customer needs, troubleshoot problems, and find effective solutions to ensure customer satisfaction.
• Product Knowledge: Develop a deep understanding of the company's products or services to effectively address customer inquiries and provide relevant information.
• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system.
• Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent and high-quality customer interactions.
• Escalation Handling: Handle escalated customer issues promptly and professionally, involving supervisors or specialized teams when necessary to ensure timely resolution.
• Communication Skills: Communicate effectively and empathetically with customers to understand their needs, convey information clearly, and build rapport.
• Multitasking: Manage multiple customer interactions simultaneously while maintaining focus, accuracy, and professionalism.
• Team Collaboration: Collaborate with other customer service representatives, supervisors, and cross-functional teams to address complex customer issues and improve service delivery.
• Continuous Improvement: Provide feedback and suggestions for process improvements, product enhancements, or training needs based on recurring customer issues or feedback.
• Compliance: Ensure compliance with relevant regulations, such as data protection laws, and company policies related to customer interactions and data handling.
• Performance Metrics: Meet or exceed performance targets, such as response times, customer satisfaction scores, and resolution rates, as defined by the company.
• Training and Development: Participate in ongoing training sessions to stay updated on product knowledge, customer service best practices, and company policies.
• Shift Flexibility: Maintain flexibility to work different shifts, including evenings, weekends, and holidays, to meet customer demand and ensure continuous service coverage.
• Professionalism: Uphold a professional demeanor and positive attitude in all interactions with customers, colleagues, and other stakeholders.
  
  

Requirements

Education:

• High School Diploma or GED Certificate is required and College Experience Recommended
  
  

Experience

• Knowledge of computers, phones, and voice features with a solid understanding of basic telephony.
• Proficiency in Google Suite and Microsoft programs such as excel and word.
• Ability to multitask, effectively communicate, problem-solve, and achieve organizational goals.
• Strong networking concepts, internet technology familiarity, and hardware/software troubleshooting skills.
• Typing skills of 35 wpm or more
• Attention to detail is critical in this role; you must have the ability to meticulously review and ensure the accuracy of customer accounts.
  
  

Physical Requirements

Minimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing and mental concentration for prolonged periods required; use of hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include ability to interact with employees, the public, elected or appointed officials and outside organizations.

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.