What are the responsibilities and job description for the Care Advisor I position at UMRF Ventures Inc.?
Job Title: Care Advisor I
Department/Group: Ting Internet
Reports to: Manager Customer Operations & Project Management
Classification: Part-time (hourly) non-exempt
Role and Responsibilities
As Care Advisor I, you are the first point of contact for Ting’s fiber customers, providing real-time assistance across billing, service sign-up, order fulfillment, and basic technical support. You’ll ensure a seamless customer experience by resolving common issues on first contact, handling inbound inquiries with empathy, and helping customers maximize the value of Ting’s services. This role is critical in delivering a positive first impression and minimizing support friction.
Key Responsibilities
- Respond to inbound calls from customers, delivering clear and efficient assistance on billing, orders, and service usage.
- Process payments, issue billing corrections, and assist with plan updates using internal tools.
- Enter and track service orders and installation appointments; follow up to ensure completion.
- Troubleshoot common service and connectivity issues using guided workflows, including Wi-Fi, BYOR and basic device support (printers, TVs, etc.)
- Guide customers through account access and the use of self-service tools.
- Escalate unresolved or complex issues to the Tier 2 team with clear case documentation.
- Accurately log all interactions and actions in internal CRM and ticketing systems.
Competencies
- Communication skills
- Written and verbal
- Drive for results
- Customer focus
- Interpersonal Savvy
- Active listening
- Empathy
- Composure
- Conflict Management
- Problem solving
- Attention to detail
- Multitasking
- Learning on the fly
- Integrity and Trust
- Technical knowledge and learning
- Basic understanding of customer account management, internet service concepts, and troubleshooting logic
- Comfort with basic device and networking and connectivity support
- Familiarity with scheduling, CRM systems, or guided support tools
- Excellent typing skills
- Technical knowledge of Windows operating system and MS Office applications
Qualifications and Education Requirements
- Currently enrolled college student or UMRFV employee
- Prior experience in telecommunications, ISP, or customer service highly preferred
- Bilingual (English/Spanish) is a plus