Customer Relationship Advocate

Description

ImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a Customer Relationship Advocate to join our team.

At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you’ll help our team create connections, one person at a time.

The Customer Relationship Advocate is responsible for technical support through our customer care contact center, for both current and potential cable television, high-speed data (HSD), and phone customers. This position requires teamwork and the ability to achieve customer satisfaction along with meeting department and company goals.

Hours of position:
Monday - Friday 10:00am - 7:00pm with rotating Saturday’s 8:00am
-12:00pm.

Essential duties and responsibilities include but are not limited to:

• Assist customers with general service inquiries, account changes, billing information, and technical issues and offering our outstanding products to new and existing customers.
• Demonstrate active listening and effective communication to ensure a mutual understanding of customer's concerns.
• Represent ImOn Communications in a positive, professional, and ethical manner; working to exceed customer's expectations while minimizing need for further escalation.
• Take ownership and accountability that serves to facilitate successful outcomes per customer requests.
• Promote ImOn products and services based on a logical relationship to the customer's needs and in accordance with business goals.
• Analyze and solve problems regarding billing, service, or sales issues.
• Demonstrate punctuality and consistent attendance.
• MUST be able to work a flexible schedule.

We are looking for people with:

• High School degree or equivalent
• At least 2 years of experience in a call-center environment.
• Proficient PC skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Excellent interpersonal and communication skills with the ability to work independently as well as part of a team.
• Demonstrated listening skills with the ability to obtain key information to assess customer needs and resolve service problems.
• Proven ability to maintain composure in stressful situations. Flexibility to work variable schedules and overtime as required.

It is nice if you are:

• Fluent in the English and Spanish language (highly desired).

At ImOn, we ll hook you up. We offer our employees a full benefit package to include:

• A 401k plan with up to a 4% company match.
• Insurance benefits that include multiple health insurance plans to choose from, Dental insurance, free Vision insurance and Life/Disability insurance.
• A robust wellness program that offers annual health screenings as well as fitness incentives.
• Work/Life balance that includes several different types of paid time off such as paid holidays, vacation time, personal time, volunteer time off as well as parental leave and bereavement leave.