Customer Experience Advocate

4 days ago

Central Point, Oregon, United States Hunter Communications Full time
Customer Experience Advocate

At Hunter Communications, we're seeking a highly skilled Customer Experience Advocate to join our team. As a key member of our customer support team, you will play a vital role in ensuring our customers receive exceptional service and support.

Key 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 our 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 our 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.
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.
Physical Requirements:

Minimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing and mental concentration for prolonged periods required; use of hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include ability to interact with employees, the public, elected or appointed officials and outside organizations.

Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

Salary: $20 per hour

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