Customer Care Advocate
New
A
AstoundTelecommunications
United StatesFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 1-2 years of customer service, sales, or technical support experience is preferred.
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- 1-2 years of customer service, sales, or technical support experience is preferred.
- Prior telemarketing, troubleshooting, retail, or high-volume call center experience is a plus.
- Basic working knowledge of cable, TV, internet, and phone services.
- Telecommunications experience is preferred.
- Proficient PC skills and working knowledge of Windows OS.
- Ability to calculate basic transactions.
- Ability to work evenings, weekends, holidays, and overtime as required.
- Dedicated, private, quiet room at home for work.
- Hard-wired internet connection of 50 MB or more.
- Personal cell phone required to install a security application.
- Must be present in the virtual work environment via company-provided webcam during working hours.
- Must live within a 60-mile commute of the Bothell, Washington office.
Responsibilities
- Answer inbound calls and assist customers with inquiries, account errors, and discrepancies.
- Resolve customer inquiries and escalate issues when appropriate.
- Explain billing cycles, processes, and prorates.
- Process payments and enter credit card information accurately.
- Prepare work orders when required and follow appropriate procedures.
- Use tools and systems to troubleshoot technical issues and resolve them over the phone when possible.
- Recommend Wave products and services based on customer needs and interests.
- Meet or exceed established goals and performance metrics.
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