Sep 20, 2019
RCN Position Summary: The Customer Care Advocate (CCA) is key member of the RCN Chicago Local Care Team. The CCA is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and services as well as communicating effectively with team members within the customer care department and other key local and corporate departments. Essential Duties and Responsibilities: 1. Order entry processing for residential and commercial customers, efficiently and accurately. 2. Answer inbound calls from Property Managers and residential customers regarding billing inquiries, technical support, new sales, change of service and other customer service functions. 3. Manage cases escalated to the Chicago Market from corporate to be completed within the specified timeline, by working with other key departments. 4. Make outbound calls to customers for appointment confirmation, customer satisfaction, product/service evaluation and upselling. 5. Escalate complex issues as appropriate in a prompt and professional manner. 6. Work with the MDU Team in preparation for launch and renewal events and attendance at events as needed. 7. Complete various projects as assigned by Manager in a timely and efficient manner. Minimum Qualifications: • High School Diploma or GED required; College degree preferred • 2-5 years previous experience in customer service, sales and technical support from a customer centric organization is preferred. • A high level of professionalism is critical. • Excellent verbal and written communication skills, ability to multi-task, pay strong attention to detail, solid organizational skills, resourceful and thorough follow up skills are required. • Identifying the appropriate internal resources to resolve building related issues and is heavily involved with internal cross functional teams. • Valid driver’s license required. • Availability to work evenings and weekends. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Professional Diversity Network Chicago, IL, USA Full-Time