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Customer Support Advocate I

2 months ago

Saint Paul, Minnesota, United States Clarity Telecom LLC Full time
Position Overview

"We Redefine Service Excellence for Our Communities."

Role Summary: The Customer Experience Specialist I is responsible for delivering outstanding service support to both in-person and virtual clients.

Be part of our mission to innovate and provide high-speed internet connectivity directly to homes.

Key Responsibilities: The primary duties and responsibilities include, but are not limited to:

  • Responding to incoming service inquiries related to sales, billing, and service matters promptly and accurately, while maintaining a professional demeanor.
  • Identifying and escalating priority concerns; transferring to the relevant department when necessary.
  • Utilizing computer systems to investigate and resolve customer inquiries.
  • Completing necessary documentation associated with each customer interaction accurately.
  • Collaborating with other departments as needed to ensure customer satisfaction and effective problem resolution.
  • Adhering to cash and payment handling protocols.
  • Performing additional related duties as assigned.

Order Processing:

  • Managing new service orders and scheduling installations for services sold by agents.
  • Processing upgrades and modifications requested by service technicians.
  • Providing accurate product and service information to sales and service teams.

Digital Customer Care:

  • Delivering customer care services through online platforms and social media.

Qualifications:

To excel in this role, candidates must meet the following requirements:

  • 1-2 years of experience in customer service, preferably in the telecommunications or fiber optic sector.
  • Familiarity with ICOMS billing systems is advantageous.
  • Strong customer service and time management skills.
  • Excellent verbal, written, and presentation abilities.
  • Outstanding organizational and interpersonal skills.
  • Capability to maintain professionalism in challenging situations.
  • Ability to work independently in various settings.
  • Must pass a background check and drug screening prior to employment.
  • High school diploma or GED is required.
  • Experience in the telecommunications or fiber optic industry is essential.
  • Proficiency in MS Office Suite: Outlook, PowerPoint, Word, Excel, OneNote.
  • Familiarity with software such as ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.

Physical Requirements:

  • Prolonged periods of sitting at a desk and using a computer.
  • Regularly required to communicate verbally and audibly.
  • Frequent sitting, bending, reaching, pushing, and pulling.
  • Required to handle objects and paperwork.
  • Must have the ability to focus on close vision tasks.
  • Must refrain from personal technology use during work hours.
  • Ability to operate office equipment including telephones, headsets, computers, and printers.
  • Must be able to lift up to 5 lbs as needed.
  • Reliable transportation and a valid driver's license are required.

Why Choose Clarity Telecom LLC?

  • Competitive salary with annual bonus potential.
  • Comprehensive benefits package including medical, dental, vision, life insurance, and 401(k).
  • Generous vacation and paid sick leave, along with paid holidays and personal days.
  • Opportunities for professional development with a focus on internal promotions.
  • Employee discounts on Clarity Telecom services, including internet.
  • A progressive and inclusive workplace culture that supports career success.

About Clarity Telecom LLC:

We believe that the quality of technology should not be dictated by location. Our commitment is to deliver faster, more reliable service without the complications of red tape, hidden fees, or slow response times. With speeds reaching up to 5 gigabits for residential customers and 10 gigabits for businesses, we are transforming the landscape of connectivity.

Clarity Telecom LLC is an equal opportunity employer, promoting a diverse and inclusive work environment free from discrimination and harassment of any kind.