Customer Experience Advocate

Description

ESSENTIAL JOB FUNCTIONS:

The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.

Serve as a front-line liaison responsible for communicating with customers via personal contact, telephone, chat, social media, text, email, voice mail and other methods

Must have the ability to educate customers on the value of TEC services / products by utilizing a unique (approved) technique with words to "win" over new customers while ensuring existing customers remain satisfied and loyal

Process, verify, and reconcile inbound currency transactions; cash and scanning checks into the banking software, balancing payments, making bank deposits and necessary post office travel, the processing of disconnects, late fees, non-pay / collections activity and working within the write-off recovery system.

Call Types - Must be fluent with a diverse customer base, (internal and external). Both inbound and outbound call types will include but are not limited to; TEC product functionality questions, account maintenance, billing, service order input, service order closure, opening trouble tickets, all types of payment processing, training, non-pay activities, schedule appointments, make follow-up calls, and complete all required reporting

Net Promoter Score - Champion the promotion and enhancement of TEC's positive company image and reputation by taking pride in the success of our Net Promoter Score.

Sales - Understand prospects, service options and service needs to upsell our products and services. Successfully convert prospects to customers while also upgrading services.

Public Perception - Represent the company positively using words and actions; enhance the image of the company

Must have the ability to de-escalate customer interactions calmly and professionally

Prepare general written correspondence with customers concerning returned checks, current offering, and other miscellaneous correspondence

OTHER JOB FUNCTIONS:

Any other duties that may be assigned

Answering multi-line telephone system

Requirements

Job Qualifications:

Education/Experience - High School diploma or equivalent required; One (1) year of Customer Advocate experience required. A college degree may be substituted for work experience.

Knowledge/Skills/Abilities - Requires basic computer skills, organizational skills, clerical skills, including typing proficiency, written and verbal communication skills.