Customer Experience Advocate

Tec; Bay Springs (MS); On-site; USD 17,000 - 25,000; Full time

Job summary

TEC is a communications company serving rural communities with fiber broadband services. As a Customer Experience Advocate, you will be on the front lines helping customers via phone, chat, email and social media, educating them about TEC services, and guiding them to the right solutions.

We value reliability and courtesy. Based in Mississippi with offices nearby, TEC offers an opportunity to grow within a family-owned business while delivering high-quality service and maintaining a positive

Qualifications

• High School diploma or equivalent; One year of Customer Advocate experience required.
• Requires basic computer, organizational, clerical, typing, and communication skills.
• Ability to educate customers and upsell TEC services is a plus.

Responsibilities

• Serve as front-line liaison with customers via in-person, phone, chat, social media, text, email, and other methods.
• Educate customers on TEC services to win new customers and retain existing ones.
• Process, verify, and reconcile inbound currency transactions and banking activities.
• Handle diverse call types including product questions, billing, service orders, and reporting.
• Champion TEC's image and improve Net Promoter Score.
• Upsell products and services to customers.
• Represent the company positively and de-escalate conflicts.
• Prepare written correspondence regarding returns and offers.

Skills

Basic computer skills

Organizational skills

Clerical skills

Typing proficiency

Written communication

Verbal communication

Education

High school diploma or equivalent

Job description

• Job Category Customer Experience, Operations
• Industry Telecommunications
• Employee Type Full Time Hourly
• Required Degree High school
• Manage Others No

Contact information

• Phone [phone]

Description

The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.

ESSENTIAL JOB FUNCTIONS:

• Serve as a front-line liaison responsible for communicating with customers via personal contact, telephone, chat, social media, text, email, voice mail and other methods
• Must have the ability to educate customers on the value of TEC services / products by utilizing a unique (approved) technique with words to "win" over new customers while ensuring existing customers remain satisfied and loyal
• Process, verify, and reconcile inbound currency transactions; cash and scanning checks into the banking software, balancing payments, making bank deposits and necessary post office travel, the processing of disconnects, late fees, non-pay / collections activity and working within the write-off recovery system.
• Call Types - Must be fluent with a diverse customer base, (internal and external). Both inbound and outbound call types will include but are not limited to; TEC product functionality questions, account maintenance, billing, service order input, service order closure, opening trouble tickets, all types of payment processing, training, non-pay activities, schedule appointments, make follow-up calls, and complete all required reporting
• Net Promoter Score - Champion the promotion and enhancement of TEC's positive company image and reputation by taking pride in the success of our Net Promoter Score.
• Sales - Understand prospects, service options and service needs to upsell our products and services. Successfully convert prospects to customers while also upgrading services.
• Public Perception - Represent the company positively using words and actions; enhance the image of the company
• Must have the ability to de-escalate customer interactions calmly and professionally
• Prepare general written correspondence with customers concerning returned checks, current offering, and other miscellaneous correspondence

OTHER JOB FUNCTIONS:

• Any other duties that may be assigned
• Answering multi-line telephone system

Requirements

Job Qualifications:

Education/Experience – High School diploma or equivalent required; One (1) year of Customer Advocate experience required. A college degree may be substituted for work experience.

Knowledge/Skills/Abilities – Requires basic computer skills, organizational skills, clerical skills, including typing proficiency, written and verbal communication skills.

Summary

TEC is a communications company with a vision of connecting customers to the world and strengthening the communities we serve. As a family owned and operated business, we value your success and personal growth within the company. We strive to strengthen employees, build customer relationships, expand our fiber network, and increase profitability so that we can reinvest in our employees, company, and communities that we serve. As a Customer Experience Advocate, you'll join an elite team that is connecting rural Americans with dedicated fiber broadband services.

With over 100 years in business, TEC is an established innovative communications leader. In the early to mid-1900s, TEC connected countless people to the telephone for the first time. And today, we are accelerating access to high-quality, reliable internet solutions for communities that need it most. With offices in Mississippi, Alabama, Tennessee, and Louisiana, we are playing a major role in the largest internet infrastructure buildout in the history of our country, and you can be a part of this exciting time.

TEC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, or disability, or any other category protected by applicable Federal, State, or local laws, except where age and gender are essential bona fide occupational requirements, or where disability is a bona fide occupational disqualification. Furthermore, Equal Employment Opportunity will be provided for qualified disabled veterans and veterans of the Vietnam Era as well as other protected veterans. TEC is committed to the idea that all employees must be treated with dignity and respect. Each and every employee is expected to help maintain a nondiscriminatory workplace.