Customer Care Advocate - RemoteThe primary position responsibilities will include, but are not limited to: Answer inbound calls and interact with customers to assist with a variety of inquiries and issues, including correcting errors and discrepancies on customers' accounts as necessary. Facilitate successful outcomes of customer inquiries, up to and including responsible escalation. Build professional rapport with the customer by actively listening to understand customer's concerns/comments and being clear and articulate in your verbal and written communications. Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements. Processes payments and enters credit card information accurately. Prepare work orders when required, and ensure appropriate procedures are followed. Use tools and systems to accurately troubleshoot technical issues/concerns for the customer. Work to resolve technical issues over the phone on the first call and set up agreed upon service calls only as necessary. Promote and recommend Wave products and services based on the customer's needs and interests and in accordance with business goals. Represent Astound in a positive, professional, and ethical manner while working to exceed customers' expectations while minimizing need for further escalation. Demonstrate strong ability to analyze and solve problems and maintain composure in stressful situations. Consistently meets or exceeds established goals and performance metrics. Punctual, regular, and consistent attendance. Our ideal candidate will possess:1-2 years of customer service, sales, or technical support experience is preferred. Prior telemarketing, troubleshooting, retail and/or high-volume call center environment experience is a plus. Enthusiastic, upbeat customer-focused attitude with the ability to listen to and empathize with the customer. Basic working knowledge of cable, TV, internet and phone services. Flexible to work evenings, weekends, holidays, and overtime as required. Proven mathematical ability to calculate basic transactions. Must have excellent written & verbal communication skills. Ability to work in a fast paced, often changing environment. Proficient PC skills and working knowledge of Windows OS.Telecommunications experience preferred. Ability to sit for extended periods. Ability to frequently use repetitive motions of the wrist, hands and/or fingers. Ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator. Ability to communicate verbally by phone and in person. Must have close visual acuity for viewing a computer terminal, reading, transcribing and analyzing data and figures. Ability to perceive sound at normal speaking levels and receive detailed information through oral communication. Work-from-Home Requirements: Dedicated, private room in your home that is quiet during work hours. Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.Astound will provide all computer equipment. Your desktop work surface must have room for 2 PC monitors. In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office. You will be required to sign a written form to acknowledge these work-from-home requirements. Must have a personal cell phone to install a security application. Must be present in virtual work environment via company provided webcam during all working hours. Must be meeting minimum performance achievement levels as defined by customer care leadership. Must live within a commutable distance to the Bothell, Washington Office (within a 60 mile parameter)
