Customer Experience Advocate

Job Title: Customer Experience Advocate (Technical Support/Customer Service)

Report to: Customer Experience Supervisor

Status: Full Time/Non-Exempt

Location: Work from Home - MUST be a Florida Resident and be able to come into the Orlando office for first three days of training. 

Position Summary:

Demonstrate consistent proficiency in both Technical Support and Customer Service skills with emphasis on troubleshooting, explaining technology in plain language and treating each customer with stellar courtesy and professionalism. Conduct each call/email/chat with the objective of resolving customer's issue – technical or non-technical including offering additional or upgraded services where appropriate. Responsible for maintaining thorough knowledge of the company’s service offerings, promotions policies and objectives. This position is in a 24/7 environment that works 365 days a year.  Working weekends is likely.

 Job Description:

· In-State-FL, Multi-channel Agents for remote position

· Seeking candidates fluent in the Spanish language.  Being able to speak, read and write Spanish is preferred.

· Answer customer requests by telephone, online (e.g., chat, email, social media) regarding service offerings, technical issues, billing, and equipment.  Follow up with proper internal/external documentation.

· Follow through on customer/client requests or inquiries concerning technical services, products, billing and equipment and work with other departments to resolve reported problems.

· Continually maintain working knowledge of all company products and services in a fast-paced, evolving, technical environment

· Complete service orders, trouble tickets and handle customer requests with accuracy and the utmost courtesy for all internal and external vendors and customers

· Properly utilize third party and stand-alone software to resolve every type of customer inquiry/issue. Attend regularly scheduled training sessions on new tools as scheduled and pass the corresponding test. . 

· Recognize and close on opportunities to upsell services appropriately.

· Maintain confidentiality of customer information.

· Maintain proper documentation of customer files.

· Practice good organization and time management skills, including prioritizing work and following a schedule for breaks and lunch. .Ensure remote work area is maintained in a clean and professional manner and situated in a quiet environment conducive to customer assistance.

· Additional duties as assigned.

 Job Qualifications:

· Minimum of 1-year previous customer service experience resolving customer inquiries of a non-technical nature in a face to face, phone, or multi-channel online environment required.

· Minimum 1-year previous internet, cable, or telecommunications technical support/help desk troubleshooting experience preferred.

· Ability to understand the “big picture” while working daily to improve your performance by maintaining KPI goals.

· Appreciation of the company’s rapid growth and career development opportunities.

· High school diploma or equivalent

· College degree preferred.

· Strong proficiencies in computers with an emphasis on Internet connectivity and networking

· Knowledge of working remotely using multimedia methods of contact with customers.

· Excellent verbal and written communication skills

· Function as a team player in peer relationships

· Availability to commit to flexible work schedule.

· Ability to follow a daily schedule.

· Excellent attendance is expected.

· Must be able to pass a criminal background check and drug test.

· Flexibility to work voluntary and mandatory overtime to meet business needs.

Summit Broadband is a life-line service provider, and this position is classified as essential.  Coverage, above and beyond normal working hours; before, during and after inclement weather events, including hurricanes, may be required.
 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice
 

Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. takes part in the E-Verify program.