What are the responsibilities and job description for the Customer Advocate - Full Time position at Montana Internet?
Tech-savvy and solution-focused? Ready to join a mission-driven community? Dive into a career with us and transform your passion into expertise!
Montana Internet is seeking a dynamic Customer Advocate to join our team, combining technical support, sales, and billing tasks while delivering exceptional customer service. Our Customer Advocates are the front line in troubleshooting and managing fixed wireless and fiber-optic internet connections, as well as addressing network-related issues for home and business devices including PCs, phones, and email. Additionally, they play a crucial role in building meaningful relationships with potential and existing customers, ensuring an amazing experience and loyalty.
This role is perfect for an entry-level candidate who is passionate about helping people, and eager to learn and grow both professionally and personally. Montana Internet offers excellent hands-on training and coaching to help our team deliver timely and professional solutions to customers.
Essential Duties:
- Serve as an advocate for customers seeking assistance with sales, technical support, and billing inquiries over the phone, chat, and email.
- Walk customers through problem-solving processes and identify appropriate solutions to meet their needs.
- Create and track tickets for all customer communications.
- Collaborate with multiple departments including sales, customer success, field technicians, etc.
- Help develop and document best practices, knowledge base articles, enhanced troubleshooting processes, and content for the technical knowledge base.
- Maintain an understanding of the organization’s product offerings and stay current with system information.
- Understand when to escalate more complex inquiries.
- Respond to customer inquiries via phone and email, providing information about our connectivity and internet services, prices, and promotions.
- Utilize internal tools to qualify service locations and understand what service options are available to potential customers.
- Take payments and explain billing statements
- Understand and ability to explain billing statements to customers
- Build strong relationships with customers to ensure their satisfaction and loyalty.
- Data entry for multiple software programs
- Continuously strive to exceed sales targets and contribute to the growth of the business.
- Perform other duties or special projects as assigned.
Experience and Qualifications:
- Strong communication skills supporting technical issues at the consumer level.
- Knowledge of customer service principles and practices; customer service experience preferred.
- Strong organizational skills and time management.
- Experience in ticketing and data entry workflows.
- Ability to quickly learn new programs and technologies
- Strong interpersonal skills and a positive attitude.
- Excellent communication and active listening skills.
- Passion for sales and building relationships with customers.
- Ability to work in a team environment.
- Experience in customer service, sales, or a related field is preferred.
- Familiarity with telecommunication services and products is a plus.
Why Join Us?
Montana Internet has built its foundation on providing the absolute best customer experience possible. Our outstanding team members are obsessed with ensuring customer needs are at the center of everything we build, say, and do. We believe in a no-pressure sales environment and building meaningful relationships with our customers. This is not a high-pressure sales job with quotas. We value the quality of our customer interactions and strive to provide the best customer experience possible.
Candidates who are kind, smart, love a good challenge, and aren't afraid of learning new things are encouraged to apply!
Scheduling
Candidates who are schedule-flexible are preferred as some shifts cover some weeknights, weekend days and holidays. This is not a remote position and does require in-office work at our headquarters located in Helena. Shifts are subject to change.
The tentative schedule hours for this position are:
Tuesday - Friday: 12 PM to 9 PM & Saturday - 9 AM to 6 PM
Monday - Thursday: 12 PM to 9 PM & Sunday - 9 AM to 6 PM
Saturday - Wednesday: 12 PM to 9 PM & Saturday and Sunday - 9 AM to 6 PM
Job Type: Full-time
Salary: DOE $17.00 - $24.00 per hour
Schedule:
- 8-hour shift
- Evening Shifts
- Weekend availability
- After Hours On Call - Participate in a 7-day evening on-call shift rotation. Rotations change weekly, ensuring fair distribution among team members.
We offer:
- Medical Insurance with 100% employer-paid premium for employee, spouse, and dependents
- Health Savings Account (HSA)
- Aflac supplemental benefits.
- Company-paid term life insurance in the amount of $50,000.00, payable to the beneficiaries of your choice.
- Paid time off that starts accruing on your first day of employment
- Paid standard holidays, plus an additional “floater” holiday of your choosing.
- Cell phone reimbursement up to $65 per month.
- Company-paid home internet connection.
- Streaming reimbursement up to $30 per month (Netflix, Pandora, Spotify, etc.).
- Membership at Capital City Health Club.
- Free DoorDash Dash Pass subscription.
- A fully stocked kitchen for your enjoyment.
Montana Internet is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Montana Internet makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Salary : $17 - $24