What are the responsibilities and job description for the Customer Support Tech Advocate position at OG&E?
JOB SUMMARY
Analyzes routine and non-routine issues with customer in home devices, software applications, and customer facing web applications to identify the root cause and deliver an awesome solution. This includes working with external and internal customers who call or submit an email inquiry. Handling of Social Media interactions to provide resolution. Promotion of company programs such as Smart Hours and Solar Power. Responsible for handling of Police and fire calls, and outages at Tinker AFB. Responsible for conducting Positive ID research. Some solutions may require follow-up, research, or escalation to other experts within OGE. Responsible for responding to customer inquiries and resolving problems relating to products or services provided by the Company. We work together to provide the best resolution for each unique customer need even if it requires deviation from our standard processes.
LEVEL OF RESPONSIBILITY
- General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.
ESSENTIAL FUNCTIONS
- Respond to customer inquiries and resolves problems relating to products and services provided by the Company.
- Facilitate proactive, positive relationships with customers in order to maintain loyalty.
- Input pertinent information regarding customers and customer problem resolution into a software management system and communicates relevant information to appropriate persons within the company.
- All other duties as assigned.
REQUIREMENTS
- High School Diploma/GED And 2 years experience in a call center environment and/or customer service.
WORKING CONDITIONS
- May involve walking or standing for brief periods of time.
- May exert up to 20 lbs. of force occasionally to move objects.
- May work in an open office environment with normal levels of noise.
- May spend extended periods of time speaking and listening to customers.
- Long periods of sitting at a workstation using a computer, multi- line phone system, monitor and keyboard.
- Required to work non-standard work schedules to include on- call, callouts, weekends, holidays and shift bid every 6 months.
SPECIAL SAFETY REQUIREMENTS
- Member will not be required to drive in order to perform their job duties.
- Member is not required to perform any safety sensitive duties.
KNOWLEDGE, SKILLS AND ABILITIES (KSAS)
- Ability to adapt to changing situations and conditions.
- Excellent time management, decision making, organizational skills, and ability to handle multiple task.
- Technical PC experience in a Windows environment a must with additional working knowledge of silver springs network, windows operating systems, and multiple mobile operating systems.
- Strong interpersonal and team skills.
- Demonstrates good written and verbal communication skills with the ability to analyze needs of each customer and express knowledge in a clear and professional manner.
- Ability to understand and articulate technical concepts and derive solutions.
HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)
- Pre-Employment Drug Screen
SALARY RANGE
$44,034 - $55,037
Salary : $44,034 - $55,037
