What are the responsibilities and job description for the Customer Experience Advocate position at TEC?
ESSENTIAL JOB FUNCTIONS:
The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.
- Serve as a front-line liaison responsible for communicating with customers via personal contact, telephone, chat, social media, text, email, voice mail and other methods
- Must have the ability to educate customers on the value of TEC services / products by utilizing a unique (approved) technique with words to “win” over new customers while ensuring existing customers remain satisfied and loyal
- Process, verify, and reconcile inbound currency transactions; cash and scanning checks into the banking software, balancing payments, making bank deposits and necessary post office travel, the processing of disconnects, late fees, non-pay / collections activity and working within the write-off recovery system.
- Call Types – Must be fluent with a diverse customer base, (internal and external). Both inbound and outbound call types will include but are not limited to; TEC product functionality questions, account maintenance, billing, service order input, service order closure, opening trouble tickets, all types of payment processing, training, non-pay activities, schedule appointments, make follow-up calls, and complete all required reporting
- Net Promoter Score – Champion the promotion and enhancement of TEC’s positive company image and reputation by taking pride in the success of our Net Promoter Score.
- Sales – Understand prospects, service options and service needs to upsell our products and services. Successfully convert prospects to customers while also upgrading services.
- Public Perception – Represent the company positively using words and actions; enhance the image of the company
- Must have the ability to de-escalate customer interactions calmly and professionally
- Prepare general written correspondence with customers concerning returned checks, current offering, and other miscellaneous correspondence
OTHER JOB FUNCTIONS:
- Any other duties that may be assigned
- Answering multi-line telephone system