Customer Solutions Advocate

As a Customer Solutions Advocate, you will be the first point of contact for our customers, handling inquiries, resolving issues, and providing exceptional customer service over the phone and through various communication channels.

Job Summary

As a Customer Solutions Advocate, you will be the first point of contact for our customers, handling inquiries, resolving issues, and providing exceptional customer service over the phone and through various communication channels. Your ability to actively listen, understand customer needs, and deliver timely and effective solutions will be crucial to ensuring customer satisfaction and maintaining the company's reputation.

Responsibilities

• Customer Support: Answer incoming calls, emails, and other communication channels promptly and professionally. Assist customers with a wide range of inquiries, including billing education, product information, order status, technical issues, and general assistance.
• First Call Resolution: Analyze customer needs/concerns, leverage applicable tools, and provide accurate and efficient resolutions. Escalate complex issues to appropriate teams or supervisors when necessary.
• Effective Communication: Clearly and concisely communicate information to customers, explaining complex concepts in a user-friendly manner. Provide step-by-step instructions, guidance, and support to ensure customer understanding.
• Enhance Customer Experience: Ability to upsell/cross- sell Optimum products and services to existing customer base to further strengthen customer relationships and enhance the overall experience. Identify and recommend additional products and services including speed tier upgrades, Optimum Mobile, FTTH and other identified sales direction.
• Continued Education: Ability to learn via provided training and peer to peer engagement to ensure knowledge progression from lower complex customer needs to higher complex customer needs.
• Data Entry and Management: Accurately input and update customer information, inquiries, and interactions in the company's database. Maintain thorough and organized records of customer interactions.
• Product Knowledge: Develop and maintain a comprehensive understanding of the company's products, services, policies, and procedures. Stay up-to-date with changes and updates to effectively address customer queries.
• Problem Solving: Identify trends in customer inquiries and feedback, proactively suggesting improvements to streamline processes and enhance customer satisfaction.
• Multitasking: Handle multiple tasks simultaneously while maintaining a high level of professionalism and attention to detail. Manage time effectively to meet or exceed individual and team performance metrics.
• Team Collaboration: Collaborate with colleagues, supervisors, and other departments to ensure consistent and seamless customer experiences. Share insights and knowledge to contribute to the team's success.
• Quality Assurance: Adhere to company guidelines and protocols for call handling, customer service, and issue resolution. Strive to maintain high-quality service standards.

Qualifications

• High school diploma or equivalent; some college education preferred.
• 1-2 years of previous customer service or call center experience is a plus.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Patience and empathy when dealing with customers' concerns.
• Proficient in using computer systems, software, and CRM tools.
• Ability to work in a fast-paced environment and adapt to changes.
• Strong multitasking skills while maintaining attention to detail.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture.