Home Services Advocate I

C Spire; Birmingham (AL); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Health insurance

401k match

Tuition assistance

Paid talent referral opportunities

WellBeacon wellness program

Job summary

C Spire is seeking a Home Services Advocate in Birmingham, AL to serve as the first contact for residential customers with home services, incl. video, phone, and internet.

You will resolve billing, equipment, and service issues with a professional, friendly approach to help meet performance and satisfaction targets. You will follow documented procedures, communicate clearly, and escalate when needed while learning multiple product areas.

Qualifications

• High school diploma or recognized equivalent.
• Two years of customer service or general business experience.
• Strong communication, reading, spelling, and typing skills.
• High degree of comfort with technology-based solutions and products.
• Four-year college degree preferred.

Responsibilities

• Meet or exceed productivity standards (AHT, calls per rep, idle time, one-call resolution).
• Take ownership of each customer contact to resolve billing, equipment, and service issues.
• Follow troubleshooting, escalation, and dispatch procedures accurately and professionally.
• Provide accurate service and equipment information with a professional and courteous demeanor.
• Demonstrate ability to explain complex technical concepts in simple terms.
• Maintain working knowledge of internal products, services, and competitor offerings.
• Navigate PCs, handheld devices, video components, internet platforms, and accessories.
• Enter accurate information into customer management systems during calls.
• Work cooperatively with teammates and leadership to meet objectives.
• Stay adaptable to new products and updates; meet satisfaction goals.

Skills

Communication

Typing

Tech literacy

Customer service

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.Summary:“Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customer’s lives. It’s a challenging goal, but we have a winning team that is looking to grow.As a Home Services Advocate, you will serve as the first point of contact for residential customers experiencing issues with home services such as video, phone, and internet. You will resolve concerns, escalate complex issues, and deliver prompt, professional support that reflects C Spire’s digital-first, customer-centric approach. Your mission is to create seamless customer experiences through knowledgeable, timely, and friendly service while helping us exceed performance goals for efficiency and satisfaction.Responsibilities:What You Will DoIn all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.• Meet or exceed productivity standards, including but not limited to AHT, calls per rep, idle time, and one-call resolution.• Take ownership of each customer contact to efficiently and effectively resolve billing, equipment, and service issues.• Follow troubleshooting, escalation, and dispatch procedures accurately and professionally.• Provide accurate service and equipment information with a professional and courteous demeanor.• Demonstrate the ability to understand and explain complex technical concepts in simple terms.• Maintain working knowledge of internal products, services, and competitor offerings.• Navigate personal computers, handheld devices, video components, internet platforms, and accessories.• Enter accurate information into customer management systems and complete required documentation during the call.• Work constructively and cooperatively with teammates and leadership.• Research and resolve issues independently, using available tools and critical thinking skills.• Stay adaptable to new products, applications, and operational updates.• Meet or exceed customer satisfaction standards based on survey and quality evaluation results.• Maintain an organized workspace, comply with dress code, and meet schedule and attendance expectations.• Protect company assets from fraud and unnecessary risk.• Perform additional duties as assigned by management.This position is an exceptional introduction to customer advocacy and support for residential services, as there is plenty of room to grow and learn from outstanding individuals in the field. From Home Services Advocate you will have a perfect springboard into all areas of C Spire and develop robust career skills.Qualifications:What You Will BringAs a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external candidate experience. To support our home services team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.In addition to that, we require:• High school diploma or recognized equivalent.• Two years of customer service or general business experience.• Strong communication, reading, spelling, and typing skills.• High degree of comfort with technology-based solutions and products.We will give special consideration to candidates who have:• Four-year college degree.• Experience with troubleshooting or telecommunications services and equipment.What You Will GainA great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it. We also offer:• Competitive Compensation Package• Blue Cross Blue Shield Health Insurance• Tuition Assistance Programs• Complimentary Wireless Service & Device*• 401k Match• Teladoc Telemedicine• WellBeacon Wellness Program• Paid Talent Referral Opportunities• Tailored learning paths for every positionPhysical Requirements and Working ConditionsMust be able to sit for long periods and use computer keyboard and/or mouse while viewing a computer screen. Must be willing to work a flexible schedule including Saturdays. Occasional kneeling, standing, and movement around the call center or lab are required.*Complimentary wireless service and device available to team members in our wireless footprint.If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.