Advanced Customer Advocate in Millersville, MD at WOW!

Date Posted: 10/17/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    10/17/2020
  • Job ID:
    REQ-2020-894

Job Description

We need an Advanced Customer Advocate to be a part of our team! Our Advocates take a wide variety of inbound service calls, with special emphasis on customers with technical concerns. You’ll use a variety of tools, resources and skills to help customers resolve issues with high-speed data, phone service, and video. Additionally, this team provides assistance with understanding billing, potential sales upgrades and downgrades, or customer requests to disconnect. They communicate with customers in all phases to provide the best support for their needs in an effort to create the WOW! experience. Our Care team is the voice of WOW! for the customers they assist. Does this sound like something you are interested in? We are excited to see you apply!



Essential duties and responsibilities:

Support the Internet product:

  • solve Internet connectivity issues
  • set up email accounts in Outlook/Outlook Express
  • support Windows and MAC operating systems

Support High Speed Data (HSD):

  • analyze and troubleshoot slow speeds
  • install and configure security applications
  • support webmail applications and customer access to the portal website

Support the phone product:

  • educate the customer on the use of the service
  • set up features
  • troubleshoot dial tone situations and poor sound quality
  • Recognize and escalate 911 issues

Troubleshoot cable issues, including:

  • analog and digital video equipment (VOD, interactive guide, remote controls, parental controls)
  • poor video quality
  • absence of channels the customer expects to receive

Support billing calls:

  • process payments, and educate customers on their billing cycle, payment due dates, impact of non-pay status, general charges to their account based on package and prorations when changes are made to the package
  • identify the need for customer needs for LOB upgrade and downgrade and work with customers to retain business


You are right for this job if you:

We are looking for a candidate who is an excellent communicator, and can effectively present technical information to non-technical people. We are seeking those who have excellent customer service skills, enjoy analyzing and solving practical problems by defining the problem, collecting data, and establishing facts and lastly; you must love working as part of a fast-paced team.



Required Education/Experience

  • high school graduate or equivalent
  • experience with and/or education in networking, operating systems and computer troubleshooting
  • able to read and interpret documents such as safety rules, product information and training materials
  • able to add, subtract, multiply and divide whole numbers, common fractions, and decimals
  • able to use word processing, Internet software and email
  • receptive to training in automated systems and tools




Preferred Experience:

  • We prefer candidates with technical education beyond high school strongly preferred along with previous call center troubleshooting experience.

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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