Position Description Customer Care Advocate Posting Location Kirkland, WA Department Customer Operations Job Brief The Customer Care Advocate will provide outstanding customer service and technical support to Wave Broadband customers. The Customer Care Advocate will provide outstanding customer service and technical support to Wave Broadband customers. The Customer Care Advocate (CCA) is responsible for answering incoming calls related to: customer billing statements; resolution of payment concerns; troubleshooting & problem resolution of cable, internet and phone services; selling of new service; and other general inquiries. The CCA relates well to the customer, exercises sound judgment, and acts responsibly in the best interest of the customer and the company. New hires will be provided up to 10 weeks of training. Successful candidates must be open to and able to function in a changing environment and will be flexible with working hours and days including, evenings, weekends and holidays. Responsibilities: Answer inbound calls and interact with customers to assist with a variety of inquiries and issues, including correcting errors and discrepancies on customers accounts as necessary. Facilitate successful outcomes of customer inquiries, up to and including responsible escalation. Build professional rapport with the customer by actively listening to understand customers concerns/comments and being clear and articulate in your verbal and written communications. Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements. Processes payments and enters credit card information accurately. Prepare work orders when required, and ensure appropriate procedures are followed. Use tools and systems to accurately troubleshoot technical issues/concerns for the customer. Work to resolve technical issues over the phone on the first call and set up agreed upon service calls only as necessary. Promote and recommend Wave products and services based on the customers needs and interests and in accordance with business goals. Represent Wave in a positive, professional, and ethical manner while working to exceed customers expectations while minimizing need for further escalation. Demonstrate strong ability to analyze and solve problems and maintain composure in stressful situations. Consistently meets or exceeds established goals and performance metrics. Punctual, regular, and consistent attendance. Other duties as assigned. Qualifications: High school diploma or equivalent. 1-2 years of customer service, sales, or technical support experience is preferred. Prior telemarketing, troubleshooting, retail and/or high-volume call center environment experience is a plus. Enthusiastic, upbeat customer-focused attitude with the ability to listen to and empathize with the customer. Basic working knowledge of cable, TV, internet and phone services. Flexible to work evenings, weekends, holidays, and overtime as required. Proven mathematical ability to calculate basic transactions. Must have excellent written & verbal communication skills. Ability to work in a fast paced, often changing environment. Ability to type 35 WPM. Proficient PC skills and working knowledge of Windows OS. Telecommunications experience preferred. Physical Requirements: Must be able to sit for extended periods. Must have ability to frequently use repetitive motions of the wrist, hands and/or fingers. Must have ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator. Must have ability to communicate verbally by phone and in person. Must have close visual acuity for viewing a computer terminal, reading, transcribing and analyzing data and figures. Must have ability to perceive sound at normal speaking levels and receive detailed information through oral communication. Div e rse W o rkf or c e / E E O : Wa veDi vis ion Hol dings ( W D H ) r eco gn i z es and st r o ng ly su pportsthe benefits ofa diver s e w o rk force, a n d s tr i ves to pro vi dea cult ure th atreco gn i z es the un ique con tr i bu ti ons of e a ch o f our emp lo y ees. W D H re qu ires a drug test, backg r o un dch eck, a n d em ploy me n t / e du cat ion verif ica ti o n asa co nd it ion of employm ent. W DH is an eq u al o pp o r tu n ity employer and wi l l con si d er all q u al i fied ca nd i d ates r ega rd less o f race, c olor, r eli g io n , n a ti o n al o ri gin , gen d er, a g e, mar i tal status, v e teran stat u s, and the p re s ence ofa non - j o b related ha n d icap ordi sa bili ty, o r any o ther l ega l ly protect ed status.