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Client Relations Coordinator

2 months ago

Hagerstown, Maryland, United States Point Broadband Full time

Customer Support Advocate

Overview:

As a vital member of our expanding broadband service sector, the Customer Support Advocate plays a crucial role in ensuring customer satisfaction through effective problem resolution. We seek a motivated individual capable of transforming customer inquiries into successful outcomes. This position involves articulating our service offerings to prospective clients and converting inquiries into lasting relationships.

Key Responsibilities:

  • Deliver exceptional customer service for incoming inquiries.
  • Assist clients with billing inquiries, service options, and product information.
  • Promote and sell our range of products and services.
  • Provide basic troubleshooting support for service-related issues.
  • Process customer requests including new installations, scheduling, and service modifications.
  • Adjust billing accounts as necessary to ensure accuracy.
  • Strive for first-call resolution of customer requests.
  • Collaborate effectively with supervisors and team members.
  • Adapt to an agile work environment.
  • Manage multiple tasks while prioritizing effectively.
  • Adhere to company policies and procedures.
  • Maintain regular attendance and punctuality.
  • Support fellow Customer Service Representatives with inquiries.
  • Be flexible to work evenings and occasional weekends.
  • Perform additional duties as assigned.

Essential Skills:

  • Analytical Skills: Ability to synthesize complex information and conduct thorough research.
  • Attention to Detail: Demonstrates precision in all tasks.
  • Problem-Solving: Identifies and resolves issues promptly, utilizing analytical skills.
  • Interpersonal Skills: Focuses on conflict resolution while maintaining confidentiality.
  • Communication Skills: Effectively listens, clarifies, and responds to inquiries.
  • Written Communication: Produces clear and informative written content, ensuring grammatical accuracy.

Qualifications:

  • High School Diploma or GED is required.
  • A minimum of two years of relevant work experience, preferably in customer service or call center environments.
  • Strong communication and interpersonal skills, along with basic computer proficiency.
  • Familiarity with Microsoft Office Suite and other relevant software.
  • Commitment to the company's core values, including integrity and a strong work ethic.

Physical Requirements:

  • Ability to sit for extended periods and stand or walk occasionally.
  • Capable of speaking and hearing normal conversations.
  • Proficient in operating a computer and other office equipment.
  • Regularly reach with hands and arms, both at and below chest height.
  • Must possess adequate close vision for reading and computer tasks.

Disclaimer:

This job description is intended to convey the general nature and level of work performed. It is not an exhaustive list of responsibilities, duties, or skills required for the position.