Customer Experience Advocate - Part Time

Job Type

Part-time

Description

Better Careers Start Here!

Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service. This is an amazing opportunity to join a well-established, rapidly growing company that offers a thriving environment for employees with career training.

Job Summary:

Under the general supervision of the Customer Experience Supervisor, the Customer Experience Advocate will be responsible for the direct interface with customers and support personnel. This will be a PART-TIME position. You will administer databases such as, but not limited to, telecom billing software Rev.io, Salesforce, and Ticketing system. Will be responsible for answering the telephone, taking orders, and 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.

Responsibilities:

Provide Customer support, including new sales and order validation, billing research, scheduling, and resolution of customer concerns/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 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

Specific job knowledge, skill, and ability:

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.

Extremely good attention to detail and strong documentation skills.

Education:

High school diploma or GED Certificate required and college experience recommended.

Experience:

Tier 1 support 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.

The ability to build relationships with the team and work closely together to accomplish the department goals.

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.

All offers of employment are contingent upon the successful completion of a background check and drug screening.