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Employment Opportunities

CUSTOMER CARE ADVOCATE - FULL TIME

Date posted: 07/13/17

RESPONSIBILITIES

As a Customer Care Advocate you are the customer’s advocate within the company. We

expect you to be a solutions provider, problem solver, salesperson, billing expert, and more.

You will energize the customer, investing them with your excitement for new products and

features that can generate a lasting, positive, impact in their lives. The result will be a happier,

more satisfied customer and that is our goal. Revenue always follows customer satisfaction.

You will need to manage all of these things while retaining an energetic, positive, can-do

professional attitude.

To do this you will need to:

● Listen and communicate patiently and effectively with the customer while diagnosing and

resolving their service, billing, and technology concerns.

● Utilize analytical, troubleshooting skills and software to provide solutions to the

customer’s problems.

● Follow-up personally with the customer afterwards to ensure that those concerns have

been resolved.

● Provide support and consultation for businesses and residential customers in selecting

products and services that will be in line with their goals and needs.

● Cultivate and nurture lasting relationships with customers and earn their loyalty. Winn

Telecom prides itself on having deep roots in the community and for being the

customers trusted, local service provider.

 

Your duties will include, but are not limited to:

● Answering and utilizing a multi-line telephone to manage multiple calls simultaneously

● Responding promptly and professionally to customers’ inquiries and requests

● Setting up and maintaining customer accounts in the company Operating System

● Handling all customer inquiries both in-person, by mail, email, and via phone

● Conduct research utilizing company and third-party software

● Manage and resolve customer disputes, disagreements, and complaints in a positive manner

● Document information obtained by phone, email, and letter within the company Operating System according to the companies’ Standard Operating Procedures

● Communicate efficiently and effectively with other Winn Telecom employees and their department managers

● Operate to a schedule and coordinate efforts between departments and the client to ensure a seamless, positive delivery of both technology and service

● Perform requested inquiries with clients of Winn Telecom in an efficient, professional, and courteous manner.

● Operate a Windows based computer, Microsoft Office Suite (Excel, Outlook, and Word especially), and have knowledge of how to utilize inter-office chat clients such as Spark

● Utilizing third party and company specific software and databases to create, maintain, modify, and delete customer services, records, and accounts.

● Maintain contact with clients via phone, email, fax, and text-message

● Provide important service bulletins, alerts, and notices to customers

● Diagnose clients’ needs and assess company assets to come to creative solutions that resolve a clients’ issue in a satisfactory manner.

 

QUALIFICATIONS

● Call center experience preferred

● A two-year college degree or possess a high school diploma AND a minimum of 1 year

of experience in a customer service, technical, sales, or telecommunications role.

● You must have a flexible schedule, being able to work evenings and weekends (In rotation)

 

Additional qualifications for the ideal candidate will include:

● Possess a bachelor’s degree in a related field of study

● Customer Service experience

● Accounts Receivable experience

● Technical Support experience

● Experience in a call center environment

● Logic and problem solving skills

● The ability to multitask in a high-pressure environment

● Attention to detail

● Project Management skills

 

How to Apply:

Email a cover letter and resume with the job title of the position you are applying for as the subject line to: resumes@winncommunications.net

Any questions, please contact our Human Resource department at 989-953-9888.


Customer Service

(989) 779-9817


Technical Support

(888) 739-3096


Winn Telecom

Mt. Pleasant
402 N. Mission St.
Suite 1
Mt. Pleasant, MI 48858
(989) 779-9800

Gaylord
1684 S. Otsego Ave
Gaylord, MI 49735
(989) 748-9800

Members of:

clare chamber of commerce





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