Customer Advocate Associate

Company: Hargray Communications Group, Inc.
Location: Bluffton
Posted on: May 3, 2021

Job Description:

Are you passionate about making a difference in people's lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? Then you should join the Hargray team as a Customer Advocate Associate!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

General Description of Position: Responsible for taking full ownership of the customer experience by taking incoming calls, emails, and chats from customers to capture essential details to fulfill requests, provide resolutions, retain and identify product packages to suit customer needs. Acts in the best interest of both the customer and the company with a passion for delivering the best customer experience possible. Is a team player, work with other departments to provide solutions, sets expectations, and follow up with customers as promised to meet expectations. Recognizes opportunities to add services or updates packages on customer accounts and ensures customers are in the best package to fit their needs. Opportunity to work from home with the ability to commute weekly for weekly visits to the office.

Duties & Responsibilities:

• Interact with customers providing customer delight via telephone, email, or chat and other communication channels to assist with a variety of customer inquiries and issues.
• Promotes "local" feel and recommends Hargray Product and Services.
• Sells additional services by recognizing opportunities and customer needs to up-sell accounts.
• Strong relationship building, customer service skills, along supporting the team in embracing company initiatives and direction provided
• Participate in regular training sessions to stay up-to-date on best customer service practices, current, and new products, selling techniques, and the ability to articulate local and competitive advantage.
• Helps and guides customers with billing statements, adjust billing, handle complaints, product packages, and service issues.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
• Help achieve the overall performance goals of the organization.
• A friendly and professional demeanor.
• Performs other duties as required.

Minimum Qualifications:

• High School or Equivalent
• Two or more years of sales experience, preferably including experience in a Call Center, Customer Service, or Telecommunications
• Ability to work in a fast-paced environment. Multitask, set priorities, and manage time effectively
• The ability to sit at a workstation for a long duration using a computer and headset in a call center environment
• Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capability
• Enthusiastic and personable

Additional Qualifications:

• Excellent interpersonal, verbal, and written communications skills
• Self-motivated and the ability to function independently with little or no supervision
• For employees that apply and qualify to work from home must meet the Home Office Requirements below:
• Have a quiet work area in a location that provides privacy from other people, activities, and noise
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. If you live within the Hargray footprint, this is partly covered as part of your employee benefits.

Keywords: Hargray Communications Group, Inc., Savannah , Customer Advocate Associate, Other , Bluffton, Georgia