Customer Experience Advocate

HUNTER COMMUNICATIONS•Mcminnville, OR

About The Position

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. 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. 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! 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.

Requirements

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

Responsibilities

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