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Client Support Specialist

2 months ago

Central Point, Oregon, United States Hunter Communications Full time

Job Type

Full-time

Position Overview

Are you enthusiastic about assisting clients? Do you have a strong commitment to delivering exceptional service and resolving issues? If so, the role of Customer Experience Advocate at Hunter Communications may be the perfect fit for you.

At Hunter Communications, we provide a comprehensive benefits package that includes medical, dental, vision, disability coverage, life insurance, and an employee assistance program. Our employees enjoy generous vacation, sick leave, and holiday time off, along with a 401k plan featuring a substantial employer match and various bonus opportunities.

Role Responsibilities

In this position, you will play a crucial role in delivering technical support and assistance to our clients, ensuring their internet connectivity challenges are addressed promptly. This role demands strong problem-solving capabilities, excellent communication skills, and a solid understanding of internet technologies and network troubleshooting.

Reporting to the Customer Experience Manager, the Customer Experience Advocate Tier 1 will directly interact with clients and support teams. Responsibilities include managing databases such as telecom billing software, Salesforce Internet Support Tools, and ticketing systems. You will handle approximately 40-50 calls during an 8-hour shift, manage trouble tickets, input customer data into the billing system, schedule new clients, and respond to general billing inquiries. Additionally, you may be responsible for processing payments and making necessary adjustments. After 6 months to 1 year in this role, you may participate in an on-call rotation for after-hours outage support every 5 to 6 weeks, with additional compensation for on-call duties.

Essential Skills and Qualifications

  • Customer Support: Deliver timely and accurate responses to client inquiries, issues, and complaints through various communication channels.
  • Problem Resolution: Assess client needs, troubleshoot issues, and devise effective solutions to guarantee client satisfaction.
  • Product Knowledge: Acquire an in-depth understanding of the company's offerings to effectively address client inquiries and provide relevant information.
  • Documentation: Maintain comprehensive records of client interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system.
  • Quality Assurance: Follow company policies, procedures, and service standards to ensure consistent and high-quality client interactions.
  • Escalation Handling: Address escalated client issues promptly and professionally, involving supervisors or specialized teams when necessary for timely resolution.
  • Communication Skills: Engage effectively and empathetically with clients to understand their needs, convey information clearly, and build rapport.
  • Multitasking: Manage multiple client interactions simultaneously while maintaining focus, accuracy, and professionalism.
  • Team Collaboration: Work alongside other customer service representatives, supervisors, and cross-functional teams to tackle complex client issues and enhance service delivery.
  • Continuous Improvement: Offer feedback and suggestions for process enhancements, product improvements, or training needs based on recurring client issues or feedback.
  • Compliance: Ensure adherence to relevant regulations, such as data protection laws, and company policies regarding client interactions and data management.
  • Performance Metrics: Achieve or surpass performance targets, such as response times, client satisfaction scores, and resolution rates, as established by the company.
  • Training and Development: Engage in ongoing training sessions to remain informed about product knowledge, customer service best practices, and company policies.
  • Shift Flexibility: Be prepared to work various shifts, including evenings, weekends, and holidays, to meet client demand and ensure continuous service coverage.
  • Professionalism: Maintain a professional demeanor and positive attitude in all interactions with clients, colleagues, and other stakeholders.
Education Requirements
  • High School Diploma or GED Certificate is required; college experience is recommended.
Experience Requirements
  • Familiarity with computers, phones, and voice features, along with a solid understanding of basic telephony.
  • Proficiency in Google Suite and Microsoft programs such as Excel and Word.
  • Ability to multitask, communicate effectively, solve problems, and achieve organizational objectives.
  • Strong understanding of networking concepts, internet technology, and hardware/software troubleshooting skills.
  • Typing skills of 35 wpm or more.
  • Attention to detail is crucial; the ability to meticulously review and ensure the accuracy of client accounts is essential.
Physical Requirements

Minimal physical effort under typical office conditions; however, occasional lifting or moving of up to 25 lbs may be required. Ability to operate standard office equipment is necessary. Frequent sitting, talking, hearing, and mental concentration for extended periods are required, along with the use of hands to manipulate objects, tools, or controls. Specific vision requirements include close vision and the ability to adjust focus, as well as the ability to distinguish colors in graphs and charts. Clear communication is essential, as is the ability to interact with employees, the public, and external organizations.

Hunter Communications is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary Information

$20 per hour