Advanced Customer Advocate in Millersville, MD at WOW!

Date Posted: 5/16/2020

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Job Description

Job Description

Job Title:          Advanced Customer Advocate

Reports to:       Team Development Coach

FLSA Status:    Non-Exempt

Department:     Customer Care


This position is responsible for delivering excellent service to customers who call WOW! regarding billing inquiries; internet, phone and cable technical/trouble calls; and customer retention calls (saves).  The role of the Advanced Customer Advocate is critical in shaping the overall perception of the company, as the people in this role are the voice of WOW!

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Provide a customer service experience that lives up to our name -- WOW!
  • Provide support of the internet/high speed data (HSD) product by analyzing and troubleshooting connectivity issues and slow speeds
  • Provide cable troubleshooting expertise by supporting analog and digital video equipment to include Video on Demand (VOD), interactive guide, remote controls and parental controls
  • Support the phone product by educating the customer on the use of the service, setting up features and troubleshooting dial tone issues and poor sound quality
  • Provide support with Windows and MAC operating systems, install and configure security applications, webmail applications and setting up email accounts
  • Recognize and escalate 911 issues
  • Troubleshoot poor cable quality and unavailable channels the customer expects to receive
  • Process customer payments
  • Educate customers on their billing cycle, payment due dates and impact of non-pay status
  • Provide answers to questions on general charges to their account based on package and pro-rations when changes are made to their account
  • Proactively analyzes the customer's account and educates the customer on other services that might be of interest
  • Ability to determine customer needs, highlight products and services that match the needs of the customer, overcome objections and negotiate for a win/win outcome
  • Identify customers needs for line of business upgrade or downgrade in order to retain business
  • Accurately completes required account documentation for each customer interaction
  • Other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Must possess a high school diploma or equivalent
  • Some college and/or technical education in the IT/Networking field, strongly preferred

Experience/Skills Needed:

  • Must possess a positive, can do attitude that is focused on providing an excellent customer service experience
  • Understanding the role is tightly scheduled with specific start times, break times and lunch times, so we can optimize our workforce to respond to customer call forecasts
  • Reliability and dependability are critical to support our customers
  • Experience with networking, operating systems and computer troubleshooting, strongly preferred
  • At least one year of customer service experience required, with prior call center experience in the cable industry a plus
  • Prior technical troubleshooting experience in a call center a plus
  • Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone and ability to communicate technical information to a non-technical audience
  • Ability to add, subtract, multiply and divide figures and amount using whole numbers, common fractions and decimals
  • Ability to read and interpret documents such as product information, training materials and company policies
  • Ability to multi-task and function effectively and consistently in a fast-paced environment

Computer Skills:

  • Proficient in all Microsoft operating systems, Internet Software and email
  • Experience with MAC is preferred
  • Ability to use Word processing, Internet Software and email
  • Must be capable of becoming proficient in the use of applicable billing systems and internal knowledge tools (training provided)
  • Experience with ICOM's or USHA billings systems a plus

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


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