Home Services Advocate

A Home Services Advocate will be the first point of contact for residential customers experiencing issues with video, phone, and internet services. The role involves resolving concerns, escalating complex issues, and delivering prompt, professional support that reflects a digital‑first, customer‑centric approach. The goal is to create seamless customer experiences through knowledgeable, timely, and friendly service while exceeding performance goals for efficiency and satisfaction.

• Meet or exceed productivity standards, including AHT, calls per rep, idle time, and one‑call resolution.
• Take ownership of each customer contact to efficiently and effectively resolve billing, equipment, and service issues.
• Follow troubleshooting, escalation, and dispatch procedures accurately and professionally.
• Provide accurate service and equipment information with a professional and courteous demeanor.
• Explain complex technical concepts in simple terms.
• Maintain working knowledge of internal products, services, and competitor offerings.
• Navigate personal computers, handheld devices, video components, internet platforms, and accessories.
• Enter accurate information into customer management systems and complete required documentation during the call.
• Collaborate constructively with teammates and leadership.
• Research and resolve issues independently, using available tools and critical thinking skills.
• Adapt to new products, applications, and operational updates.
• Meet or exceed customer satisfaction standards based on survey and quality evaluation results.
• Maintain an organized workspace, comply with dress code, and meet schedule and attendance expectations.
• Protect company assets from fraud and unnecessary risk.
• Perform additional duties as assigned by management.

• High school diploma or recognized equivalent.
• Two years of customer service or general business experience.
• Strong communication, reading, spelling, and typing skills.
• High degree of comfort with technology‑based solutions and products.

• Four‑year college degree.
• Experience with troubleshooting or telecommunications services and equipment.

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Tuition Assistance Programs
• Complimentary Wireless Service & Device* (available to team members in our wireless footprint)
• 401(k) Match
• Teladoc Telemedicine
• Well Beacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

Must be able to sit for long periods and use a computer keyboard and/or mouse while viewing a computer screen. Must be willing to work a flexible schedule, including Saturdays. Occasional kneeling, standing, and movement around the call center or lab are required.