Home Services Advocate I

Responsibilities

• Meet or exceed productivity standards, including AHT, calls per rep, idle time, and one-call resolution.
• Take ownership of each customer contact to efficiently and effectively resolve billing, equipment, and service issues.
• Follow troubleshooting, escalation, and dispatch procedures accurately and professionally.
• Provide accurate service and equipment information with a professional and courteous demeanor.
• Demonstrate the ability to understand and explain complex technical concepts in simple terms.
• Maintain working knowledge of internal products, services, and competitor offerings.
• Navigate personal computers, handheld devices, video components, internet platforms, and accessories.
• Enter accurate information into customer management systems and complete required documentation during the call.
• Work constructively and cooperatively with teammates and leadership.
• Research and resolve issues independently, using available tools and critical thinking skills.
• Stay adaptable to new products, applications, and operational updates.
• Meet or exceed customer satisfaction standards based on survey and quality evaluation results.
• Maintain an organized workspace, comply with dress code, and meet schedule and attendance expectations.
• Protect company assets from fraud and unnecessary risk.
• Perform additional duties as assigned by management.

Qualifications

• A high school diploma or recognized equivalent.
• Two years of customer service or general business experience.
• Strong communication, reading, spelling, and typing skills.
• A high degree of comfort with technology-based solutions and products.
• Experience with troubleshooting or telecommunications services and equipment.

Benefits

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• 401k Match
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

Schedule

• Must be willing to work a flexible schedule including Saturdays.
• Occasional kneeling, standing, and movement around the call center or lab are required.

Physical Requirements and Working Conditions

• Must be able to sit for long periods and use computer keyboard and/or mouse while viewing a computer screen.

Pay

• Competitive Compensation Package