Customer Service Advocate - 1

Job Description

Job Description

Position Summary

The Customer Service Advocate is an entry-level position responsible for assisting our existing customers with business internet connectivity issues, service concerns, and overall account needs. This role serves as an important point of contact between Jabez Telecom and our customers, providing responsive support through inbound phone calls and trouble tickets received via email.

The Customer Service Advocate will assist in identifying and documenting service issues, coordinating technician appointments, facilitating repairs, and communicating updates to customers throughout the resolution process. This position also supports administrative responsibilities, including monthly wireless expense updates, maintaining accurate database information, and assisting team members with various tasks.

The ideal candidate is dependable, organized, customer-focused, and comfortable learning base level technical systems and business processes. A genuine desire for serving the customer first is essential to success in this role.

Key Responsibilities

Customer Connectivity & Account Support

· Support existing customers with business internet connectivity issues, service concerns, and account needs.

· Receive and respond to inbound customer calls and trouble tickets submitted by phone and email.

· Listen carefully to customer concerns and gather the information necessary to understand and document service issues.

· Assist with basic troubleshooting by following established procedures and available resources.

· Coordinate with internet service providers, vendors, and internal team members to support issue resolution.

· Coordinate technician appointments for service calls, installations, repairs, or other necessary field visits.

· Facilitate repairs by communicating with customers, technicians, service providers, and vendors as needed.

· Communicate service status, appointment details, and next steps to customers in a clear and professional manner.

· Follow up on open trouble tickets and service issues to help ensure customer concerns are addressed in a timely manner.

· Maintain accurate records of customer interactions, trouble tickets, service issues, account updates, and resolutions.

Administrative & Team Support

· Complete monthly updates related to wireless expenses.

· Maintain and update customer and service information in company databases.

· Ensure database records are accurate, current, and properly documented.

· Assist team members with various administrative, operational, and customer-support tasks.

· Perform other duties as assigned to support the needs of the company and our customers.

Required Qualifications

· Previous customer service experience is preferred but not required.

· A genuine heart for serving the customer first is required.

· Strong verbal and written communication skills.

· Basic computer skills and the ability to learn new software and database systems.

· Strong attention to detail and organizational skills.

· Ability to troubleshoot problems methodically and follow established procedures.

· Ability to manage multiple tasks and prioritize responsibilities.

· Dependable, professional, and willing to learn.

· Ability to work independently and collaboratively with team members.

Preferred Qualities

· Enjoys helping people and solving problems.

· Demonstrates patience, empathy, and professionalism.

· Has an interest in technology, internet connectivity, or telecommunications.

· Takes ownership of assigned tasks and follows through.

· Is detail-oriented when working with expenses and database information.

· Remains calm and solution-oriented when customers experience service disruptions.

· Is adaptable and comfortable learning new systems and processes.

Training & Growth

Jabez Communications Group, Inc. will provide training to help the successful candidate develop the knowledge and skills necessary to perform the role effectively. This position offers an opportunity to build a strong foundation in customer service, business internet connectivity support, communications, and company systems.

Compensation & Benefits

· Pay: $16.00 - $21.00 per hour, based on qualifications and experience.

· Schedule: Full-time, 40 hours per week.

· Overtime: Overtime hours may be required or become available based on business needs.

· Location: 6550 Old Dayton Pike, Suite 200, Hixson, TN 37343.

· Benefits: Benefits eligibility and offerings are determined based on individual qualifications and work history and are subject to company policies and applicable eligibility requirements.

Equal Opportunity Statement

Jabez Communications Group, Inc. is committed to providing equal employment opportunities to all qualified applicants and maintaining a professional, respectful, and inclusive workplace.

\nCompany Description

Jabez Telecom is a 23 year old Chattanooga, Tennessee based company that provides corporate communication services to companies throughout the United States. We present, install and support telephone systems, Internet connections, private networks, cloud based services, etc. using a portfolio of over 400 various service providers.

Company Description

Jabez Telecom is a 23 year old Chattanooga, Tennessee based company that provides corporate communication services to companies throughout the United States. We present, install and support telephone systems, Internet connections, private networks, cloud based services, etc. using a portfolio of over 400 various service providers.