Customer Relationship Advocate

ImOn Communications, LLC•Cedar Rapids, IA

About The Position

The Customer Relationship Advocate provides technical support through ImOn Communications’ customer care contact center to current and potential cable television, high-speed data, and phone customers. The role combines customer service, account support, billing assistance, sales, and troubleshooting while contributing to customer satisfaction and departmental and company goals. The advocate listens to customers, communicates clearly, takes ownership of requests, and works to resolve issues while minimizing escalations. They represent the company professionally and ethically, recommend products and services that suit customer needs, and support successful outcomes through teamwork, dependability, and attention to detail.

Requirements

High school degree or equivalent.
At least 2 years of customer service experience in a high-contact, service-related environment.
Proficient PC skills, including electronic mail, record keeping, routine database activity, word processing, and spreadsheets.
Excellent oral and written communication skills, including the ability to present relevant information and directions in an organized and concise manner.
Excellent interpersonal and communication skills and the ability to work independently and as part of a team.
Demonstrated listening skills and the ability to obtain key information to assess customer needs and resolve service problems.
Ability to maintain composure in stressful situations.
Flexibility to work variable schedules and overtime as required.

Nice To Haves

Telecommunications or utility industry experience.

Responsibilities

Assist customers with general service inquiries, account changes, billing information, and technical issues; offer products to new and existing customers.
Use active listening and effective communication to ensure mutual understanding of customer concerns.
Represent ImOn Communications positively, professionally, and ethically, exceeding customer expectations while minimizing escalations.
Take ownership and accountability to facilitate successful outcomes for customer requests.
Promote products and services based on customer needs and business goals.
Analyze and resolve billing, service, or sales issues.
Demonstrate punctuality and consistent attendance.

Benefits

Competitive pay.
Comprehensive health, dental, and vision insurance.
401(k) with company match.
Paid time off, including vacation, holidays, and sick days.
Company-provided tools, uniforms, and vehicle for field roles.
Employee discounts on services and partner programs.
Wellness and employee assistance programs.
Structured advancement with company-supported certifications.
Comprehensive onboarding and ongoing learning to build technical and leadership skills.
Advancement and rewards based on quality, efficiency, and customer satisfaction results.