Call Center Customer Advocate - Remote

Why Guide Star? Guide Star is an IT managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for small and medium size business, internet service providers, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc. which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Come join our team of engineers and experts that guide our customers toward the right choices to future-proof their network for years to come. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employee’s hard work and determination and REWARD results all while having fun!

Our mission is to make life better by connecting people through innovative communication systems.

• Create a positive, fair, harmonious, professional, and respectful working environment for the team and for our customers.
• Understand all products, services, and procedures to accurately educate and communicate to our customer base.
• Ensure that customers are responded to efficiently and promptly with solutions to their challenges with understanding and empathy, and conduct follow-ups.
• Ensure accuracy with customer accounts, including orders, changes, inquiries, requests, internal processes, and communication.
• Learn and adapt to all necessary computer programs and interfaces needed to support the customer and the organization.
• Continue the advancement of skills in cable tv, internet, email, troubleshooting, and billing.
• Ensure confidentiality of company and customer information.
• Perform other related duties as assigned by team leads, supervisors, and/or managers.
• Performance-based quarterly incentives offered!

• Friendly, driven, and motivated candidates with at least 1-3 years’ experience in call centers strongly preferred. At least six months experience in the customer service industry is preferred. High school diploma or equivalent required.
• 2-year degree in IT, Communications, Business Management or equivalent preferred.
• Demonstrated professional customer service and phone presence.
• Strong active listening, communication, and customer service skills.
• Proficient with Microsoft Windows platform, and Microsoft Office products.
• Highly responsible, resourceful, accurate, dependable, self-motivated, and able to work effectivity in a remote location.
• Must have great attention to detail and be well organized.
• Ability to prioritize many simultaneous tasks.
• Ability to meet deadlines and handle sudden shifts in priority without gaps in productivity.
• Ability and willingness to learn and accept increasing responsibilities.
• Must be able to sit, use a computer, keyboard, mouse, and headset for extended periods of time.
• Boundless room for growth within our Contact Center!

• Pre-employment screenings, including reliable internet connection test, background check and drug test required.
• POST-COVID-19, your physical and reliable in-office presence may be required at our Iron Mountain, MI Contact Center (if within a commutable distance).
  • This position may be remote/work-from-home, and can be performed anywhere in the U.S., except California, Colorado, Washington State, and New York City Metro Areas.
• We do not sponsor applicants for work visas.