Customer Experience Tech Advocate

Hunter Communications; Eugene (OR); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability coverage

Life insurance

Employee assistance program

401k with generous match

Paid vacation

Paid sick leave

Paid holidays

Bonus opportunities

Job summary

Hunter Communications in Eugene seeks a Customer Experience Advocate to support customers with internet connectivity issues and billing inquiries. You will handle 40–50 calls per day, document interactions, and assist with scheduling new services.

The role requires fluency in English and Spanish, strong communication, and the ability to troubleshoot telecom technologies. Monday–Friday, 40 hours weekly, with standard business hours.

Qualifications

• Fluent in English and Spanish, able to support bilingual customers.
• Experience with computers, telephony, and basic software tools.
• Proficiency in Google Suite and Microsoft Office apps.
• Knowledge of internet technologies and network concepts.

Responsibilities

• Provide timely customer support via phone, email, chat, or other channels.
• Troubleshoot connectivity issues and communicate solutions clearly.
• Enter customer data into billing systems and schedule new orders.
• Handle payments, adjustments, and routine billing questions.

Skills

Customer Support

Problem Solving

Product Knowledge

Documentation

Quality Assurance

Escalation Handling

Communication Skills

Multitasking

Team Collaboration

Continuous Improvement

Compliance

Performance Metrics

Training and Development

Shift Flexibility

Professionalism

Education

High School Diploma or GED

College experience recommended

Tools

Rev.io

Salesforce

Billing system

Job description

Better Careers Start Here! Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service. At Hunter Communications, all employees are provided a rich, fully paid benefit package including medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities.

Description

Better Careers Start Here! Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service. At Hunter Communications, all employees are provided a rich, fully paid benefit package including medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities.

Do you enjoy helping customers? Are you passionate about providing excellent service and solving problems? If so, we want you to join our team as a Customer Experience Advocate!

In this role, you will assist us in providing technical assistance and support to our customers, ensuring their internet connectivity issues are resolved efficiently. This role requires excellent problem-solving skills, strong communication abilities, and a thorough understanding of internet technologies and network troubleshooting.

Under the general supervision of the Customer Experience Manager, the Customer Experience Advocate Tier 1 will be responsible for the direct interface with customers and support personnel. You will administer databases such as but not limited to telecom billing software Rev.io, Salesforce Internet Support Tools and Ticketing system. Will be responsible for answering 40-50 calls in an 8 hour shift, working trouble tickets, entering customer information into the billing system, scheduling new customers, and answering general billing questions. The position will also be responsible for taking payments and requesting adjustments, as necessary.

This position requires fluency in both English and Spanish to provide exceptional customer service and support to our diverse customer base.

This is a full-time position working Monday through Friday, 40 hours per week 8am-5pm(eight-hour shifts),

Knowledge, Skills, & Abilities Required

• Customer Support: Provide timely and accurate responses to customer inquiries, issues, and complaints via phone, email, chat, or other communication channels.
• Problem Resolution: Identify customer needs, troubleshoot problems, and find effective solutions to ensure customer satisfaction.
• Product Knowledge: Develop a deep understanding of the company's products or services to effectively address customer inquiries and provide relevant information.
• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system.
• Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent and high-quality customer interactions.
• Escalation Handling: Handle escalated customer issues promptly and professionally, involving supervisors or specialized teams when necessary to ensure timely resolution.
• Communication Skills: Communicate effectively and empathetically with customers to understand their needs, convey information clearly, and build rapport.
• Multitasking: Manage multiple customer interactions simultaneously while maintaining focus, accuracy, and professionalism.
• Team Collaboration: Collaborate with other customer service representatives, supervisors, and cross-functional teams to address complex customer issues and improve service delivery.
• Continuous Improvement: Provide feedback and suggestions for process improvements, product enhancements, or training needs based on recurring customer issues or feedback.
• Compliance: Ensure compliance with relevant regulations, such as data protection laws, and company policies related to customer interactions and data handling.
• Performance Metrics: Meet or exceed performance targets, such as response times, customer satisfaction scores, and resolution rates, as defined by the company.
• Training and Development: Participate in ongoing training sessions to stay updated on product knowledge, customer service best practices, and company policies.
• Shift Flexibility: Maintain flexibility to work different shifts, including evenings, weekends, and holidays, to meet customer demand and ensure continuous service coverage.
• Professionalism: Uphold a professional demeanor and positive attitude in all interactions with customers, colleagues, and other stakeholders.

Requirements

Education

• High School Diploma or GED Certificate is required and College Experience Recommended

Bilingual

• Fluent in both English and Spanish, with the ability to communicate professionally in both written and verbal interactions.
• Ability to assist Spanish-speaking customers with account inquiries, billing questions, technical support, and service requests.

Experience

• 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. 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.