Customer Service Advocate

at HKT Teleservices

Dublin, OH

Posted on Oct. 27, 2017

Full Time

$11.50 Hourly

Health Insurance, Life Insurance, Dental Insurance, Vision Insurance, Disability Insurance

Role Summary:
At HKT we are passionate about service, and we are looking for like-minded individuals to join our growing team. The customer advocate will work in a fun, creative environment where delighting, engaging and inspiring the customer is the focus of every interaction. The advocate will take customer telephone calls to answer customer inquiries or resolve issues. The advocate must demonstrate the ability to learn quickly and apply new methods of resolution so that a difference can be made for the customers.

Shift Availability:
• Must be available to work a full-time schedule of 8:00 AM - 4:30 PM or 1:30 PM - 10:00 PM. Scheduled work days will fall between Monday - Saturday
• $11.50/hour + $0.75 shift differential for hours worked after 6:00 PM and on the Weekend (Saturday)

Essential Functions and Responsibilities:
• Answers customer questions regarding their orders, eligibility requirements, balance inquiry and payment methods
• Resolves customer issues relating to cancellations, returns and defective merchandise
• Communicates and works directly with customers in a professional manner to answer all questions and resolve all issues
• Leverages multiple sources of information to stay current on policies and procedures and all program requirements
• Represents the business directly to the customer and must have a complete understanding of the products being offered and the ability to showcase the benefits and any specialized features to finalize or influence any potential business transaction
• Anticipates next steps. Ensures an excellent experience after the call by setting expectations the customer may not have thought about

Required Qualifications:
• Must be a strong team player
• Engaging and energetic personality
• Excellent interpersonal skills; ability to connect and empathize with different customer types
• Strong organizational and listening skills
• Ability to work and make decisions with minimal supervision
• High degree of drive and determination for results
• Creative problem solvers
• Professional verbal and written communication skills
• Have a flexible schedule, including the ability to work nights, weekends and holidays
• Able to adapt and grow in a changing, fast-paced work environment
• 1 year customer service experience

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