Description

ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability, we are looking for a Customer Relationship Advocate with a technical focus, to be a part of the ImOn Difference! Our employees share a passion for building a culture of “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment.

The Customer Relationship Advocate provides complete technical support through our customer care contact center, for both current and potential cable television, high-speed data (HSD), and phone customers. This position requires teamwork and the ability to achieve customer satisfaction along with meeting department and company goals.

Schedule: 

• 10:00am -7:00pm M-F (lunch can be flexible to have a start time of 10:30am with a 30-minute lunch). 
• 8:00am – 12:00pm alternating Saturday’s.

Essential duties and responsibilities include but are not limited to:

• Troubleshooting phone, cable, and internet technical issues for customers.
• Assist customers with general service inquiries, account changes, billing information, and technical issues and offering our outstanding products to new and existing customers. 
• Demonstrate active listening and effective communication to ensure a mutual understanding of customer's concerns. 
• Represent ImOn Communications in a positive, professional, and ethical manner; working to exceed customer's expectations while minimizing need for further escalation. 
• Take ownership and accountability that serves to facilitate successful outcomes per customer requests. 
• Promote ImOn products and services based on a logical relationship to the customer's needs and in accordance with business goals. 
• Analyze and solve problems regarding billing, service, or sales issues. 
• Demonstrate punctuality and consistent attendance. 
• MUST be able to work a flexible schedule. Shift will fall between the hours of 8am and 7pm, Monday through Friday. Some Saturdays may be required.

Requirements

We are looking for people with:

• High School degree or equivalent plus at least 2 years customer service experience in a high-contact, service-related environment. 
• Proficient PC skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. 
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner. 
• Proven ability to maintain composure in stressful situations. Flexibility to work variable schedules and overtime as required. 
• Technical support experience is a plus, but not required.
• Telecommunications experience is a plus, but not required.

Work Life Balance, as fun as it is to work at ImOn, we understand you work to live and not live to work. We offer what you want:

• Paid Holidays – we offer 9 paid holidays each year, including the employee’s birthday.
• Paid Vacation Time – employees earn vacation time each year based on your length of service at ImOn.
• Personal Time – ImOn offers 40 hours of personal time each year to help you take care of yourself and your family.
• Volunteer Time Off – We encourage our employees to connect with the communities we serve by volunteering at local non-profits.
• Parental and Bereavement leave – time off for major life events.