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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 our employees with a comprehensive benefits package that includes medical, dental, vision, disability coverage, life insurance, and an employee assistance program. Our generous time-off policies encompass vacation, sick leave, and holidays, alongside a 401k plan featuring a substantial employer match and various bonus opportunities.

Key Responsibilities

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

Under the guidance of 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 tasked with processing payments and requesting adjustments as needed. After 6 months to 1 year in this role, there may be opportunities to 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 prompt and accurate responses to client inquiries, issues, and complaints through various communication channels.
  • Problem Resolution: Assess client needs, troubleshoot issues, and implement effective solutions to ensure satisfaction.
  • Product Knowledge: Acquire a thorough understanding of the company's offerings to effectively address client inquiries.
  • Documentation: Maintain detailed records of client interactions, including inquiries, complaints, and resolutions in the company's database.
  • Quality Assurance: Adhere to company policies and service standards to ensure high-quality client interactions.
  • Escalation Handling: Address escalated client issues professionally, involving supervisors or specialized teams when necessary.
  • Communication Skills: Communicate clearly and empathetically with clients to understand their needs and build rapport.
  • Multitasking: Manage multiple client interactions simultaneously while maintaining focus and professionalism.
  • Team Collaboration: Work collaboratively with other representatives and teams to resolve complex client issues.
  • Continuous Improvement: Provide feedback for process enhancements based on recurring client issues.
  • Compliance: Ensure adherence to relevant regulations and company policies regarding client interactions.
  • Performance Metrics: Meet or exceed defined performance targets, including response times and satisfaction scores.
  • Training and Development: Engage in ongoing training to stay updated on product knowledge and best practices.
  • Shift Flexibility: Be prepared to work various shifts, including evenings and weekends, to meet client needs.
  • Professionalism: Maintain a professional demeanor and positive attitude in all interactions.

Education Requirements

  • High School Diploma or GED Certificate is required; college experience is recommended.
Experience Requirements

  • Familiarity with computers, telephony, and basic networking concepts.
  • Proficiency in Google Suite and Microsoft Office applications.
  • Ability to multitask and communicate effectively while achieving organizational goals.
  • Strong understanding of internet technology and troubleshooting skills.
  • Typing skills of 35 wpm or more.
  • Attention to detail is crucial for ensuring accuracy in client accounts.
Physical Requirements

Minimal physical effort is required under typical office conditions, with occasional lifting of up to 25 lbs. Frequent sitting, talking, and mental concentration for extended periods are necessary. The ability to communicate clearly and interact with various stakeholders is essential.

Hunter Communications is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind. This policy applies to all employment terms and conditions, including recruitment, hiring, placement, promotion, and training.

Salary Information

$20 per hour