Customer Relationship Advocate

Customer Relationship Advocate

Location: Cedar Rapids

Department: Customer Care

Employment Type: Full-Time

Connect Communities. Grow Your Career. Make an Impact.

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Customer Relationship Advocate
, you will provide technical support through our customer care contact center for both current and potential cable television, high-speed data (HSD), and phone customers. This position requires teamwork and the ability to achieve customer satisfaction along with meeting department and company goals.

Schedule: Monday - Friday 10:00am – 6:30pm. Alternating Saturday's 8:00am
-12:00pm.

• Assist customers with general service inquiries, account changes, billing information, and technical issues and offer our outstanding products to new and existing customers.
• Demonstrate active listening and effective communication to ensure a mutual understanding of customer's concerns.
• Represent ImOn Communications in a positive, professional, and ethical manner, working to exceed customer's expectations while minimizing need for further escalation.
• Take ownership and accountability that serves to facilitate successful outcomes per customer requests.
• Promote ImOn products and services based on a logical relationship to the customer's needs and in accordance with business goals.
• Analyze and solve problems regarding billing, service, or sales issues.
• Demonstrate punctuality and consistent attendance.

• Strong communication and customer service skills
• A positive, professional attitude, even in challenging situations
• Technical curiosity and a willingness to learn
• Dependability and attention to detail
• Ability to work independently and as part of a team
• Comfortable working outdoors and at heights (ladder work, crawl spaces, etc.)
• Strong leadership skills within a field environment

• High School degree or equivalent
• At least 2 years of recent experience in a call‑center environment.
• Proficient PC skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Excellent interpersonal and communication skills with the ability to work independently as well as part of a team.
• Demonstrated listening skills with the ability to obtain key information to assess customer needs and resolve service problems.
• Proven ability to maintain composure in stressful situations. Flexibility to work variable schedules and overtime as required.

• Telecommunications/Utility industry experience

• Career Growth: Structured advancement with company-supported certifications.
• Training & Development: Comprehensive onboarding and ongoing learning to help you build technical and leadership skills.
• Work with
  
  Purpose:
  
  Help families, businesses, and communities stay connected through reliable, high-quality service.
• Team Culture: Join a supportive group of professionals who value safety, collaboration, and doing things the right way.
• Performance Recognition: Earn advancement and rewards based on your quality, efficiency, and customer satisfaction results.
• Company Benefits: Competitive pay;
  Comprehensive health, dental, and vision insurance; 401(k) with company match;
  Paid time off (vacation, holidays, and sick days);
  Company-provided tools, uniforms, and vehicle for field roles;
  Employee discounts on services and partner programs;
  Wellness and employee assistance programs.

ImOn Communications, LLC is an Equal Opportunity Employer.