C Spire is hiring a Home Services Advocate I to serve as the first point of contact for our residential customers. In this role, you will resolve concerns and provide prompt, professional support for home services such as video, phone, and internet, reflecting C Spire’s digital-first, customer-centric approach.
What You'll Do
- Meet or exceed productivity standards including AHT, calls per rep, idle time, and one-call resolution.
- Take ownership of each customer contact to efficiently 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 calls.
- Work constructively and cooperatively with teammates and leadership.
- Research and resolve issues independently using available tools and critical thinking.
- Stay adaptable 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.
What We're Looking For
- 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.
Nice to Have
- Four-year college degree.
- Experience with troubleshooting or telecommunications services and equipment.
Technical Stack
- Personal computers
- Handheld devices
- Video components
- Internet platforms
- Accessories
- Customer management systems
Benefits & Compensation
- Competitive Compensation Package
- Blue Cross Blue Shield Health Insurance
- Tuition Assistance Programs
- Complimentary Wireless Service & Device
- 401k Match
- Teladoc Telemedicine
- WellBeacon Wellness Program
- Paid Talent Referral Opportunities
- Tailored learning paths for every position
Work Mode
This position requires onsite work.
C Spire is an equal opportunity employer.
