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 employees’ 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.

We are seeking a Customer Advocate who will provide exceptional customer service to our Astrea customer base to generate loyalty and trust that we will resolve their various needs from billing and service inquiries to connectivity troubleshooting and respective follow-ups. The right candidates will come from a customer-centric working background, may be experienced in working in a call center environment, be able to effectively communicate with and resolve customer needs, and will be able to work very well with all team members. We offer a collaborative environment with a great work culture that encourages learning and pushes you to rise to the next level!

Responsibilities

• 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.

Qualifications

• 2-year degree in IT, Communications, Business Management or equivalent preferred.
• 1-2 years of experience in a call center is preferred.
• Friendly, driven, and motivated with prior experience in a customer service setting.
• Proficient with Microsoft Office and various web-based applications.
• Demonstrated professional customer service and phone presence.
• Strong active listening, communication, and customer service skills.
• 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 and meet deadlines.
• 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!

Shift is Full-time between the hours of 7:00 am – 7:00 pm, Monday-Friday but could include some weekends based on business need. Must be willing to work holidays on a rotational and able to work outside normal business hours as necessary.