Universal Customer Experience Advocate

                                   

Universal Customer Experience Advocate

Reports to: Senior Manager, Customer Experience
Location: Phoenix, AZ (Hybrid)
Training Requirement: Hybrid role with a mandatory four-week in-person training at the Phoenix Wecom location



 

 

Role Overview



The Universal Customer Experience Advocate serves as the customer’s single point of contact and trusted advocate throughout their entire Wecom Fiber journey. This role is designed to deliver one-call resolution whenever possible, owning customer needs from first contact through final resolution.

Advocates support customers across billing, sales, technical support, installation scheduling, and service coordination, ensuring issues are resolved efficiently, accurately, and with empathy. The Universal Customer Experience Advocate works proactively across internal teams to remove friction, communicate clearly, and act in the best interest of the customer while aligning with Wecom’s service standards.



 

Key Responsibilities

 



Customer Advocacy & Experience Ownership

• Act as the primary advocate for the customer, owning requests and issues from initial inquiry through full resolution.
• Provide clear, accurate, and professional guidance across all Wecom Fiber products and services.
• Resolve customer concerns with empathy, accountability, and urgency, ensuring a positive and seamless experience.
• Communicate proactively with customers to set expectations, provide updates, and confirm next steps.

Service Coordination & Operations

• Manage the entire customer lifecycle, including onboarding, account setup, installation scheduling, service activation, and post-installation support.
• Schedule fiber installations promptly based on customer orders submitted through the website shopping cart.
• Review daily installation plans and dispatch notes to ensure next-day installs are positioned for success.
• Coordinate with field operations, dispatch, and construction teams to resolve service or installation-related issues.
• Manage escalations related to fiber network construction within service areas.
• Receive and document health and safety reports from field technicians and ensure appropriate follow-up.

Sales, Billing & Technical Support

• Handle inbound sales inquiries, account activations, and service changes.
• Identify and recommend relevant products or upgrades that add value to the customer’s service experience.
• Resolve billing questions, review invoices, and process payments accurately.
• Deliver Tier 1 technical support for internet and voice services, troubleshooting issues and guiding customers to resolution.

Documentation & Continuous Improvement

• Maintain accurate documentation of customer interactions, updates, and resolutions within CRM and ticketing systems.
• Monitor trends in customer inquiries and feedback to help improve processes, service quality, and customer retention strategies.
• Assist in the development of customer engagement, loyalty, and retention initiatives.

Team & Coverage Responsibilities

• Regularly update and manage the support ticket queue, responding to customer inquiries as they are received.
• Rotate with other team members to provide on-call weekend phone coverage (typically no more than once per month).

 

Qualifications

• High school diploma or equivalent required; customer service experience in telecommunications or fiber is a plus.
• Strong customer-first mindset with a proven ability to advocate effectively on behalf of customers.
• Excellent verbal and written communication skills, with the ability to explain technical concepts in clear, understandable terms.
• Demonstrated problem-solving and conflict-resolution skills, with a focus on first-contact resolution.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proficiency with CRM platforms, ticketing systems, and customer support tools.
• Ability to work independently with minimal supervision.

NOTE:

Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law. Company benefits subject to change.  www.wecomfiber.com


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