Digital Solutions Advocate

Overview

This position is responsible for direct written customer engagement through our digital website and other digital platforms. Responsible for ensuring all sales and service experiences are focused around being “easy to do business with” and driving a differentiated digital experience and providing feedback on web/app usability or opportunity areas.  Responsible for up-selling and cross-selling between our diversified products and lines of business and driving awareness of products and services.

Responsibilities

• Meet and exceed sales, accessory, add-on and other goals for the Wireless  lines of business while meeting or exceeding our customer satisfaction and overall Net Promoter Scores.
• Answer incoming chats according to the policies and procedures that provide an easy to do business with experience while driving incremental sales growth and mining for appropriate sales at every opportunity. Make recommendations and assist customers with their digital purchase while having a “Digital First” mindset.
• Have full knowledge of internal products, features, services, and have awareness of our competitive products and services.
• Be able to troubleshoot customer problems and turn around opportunities into a differentiated customer experience that meets or exceeds the best experience in any channel.  
• Make recommendations to Team Leader, Digital Solutions for areas of opportunity where the website, app, or other digital properties could be improved based on data from direct customer feedback. Focus to help create and improve our existing digital journeys, processes, and experiences to ensure a consistent customer experience at all channels that lives up to our Customer Inspired philosophy and focus.
• Ability to creatively problem solve to reduce customer pain points, hang ups, and tasks that slow down or don’t enhance a customer’s experience.
• Perform additional duties as assigned.

Qualifications

• Two years business or related work experience in customer service required, preferably in sales.
• Strong reading and writing comprehension skills, understanding different styles of written communication.
• Ability to manage multiple tasks and chats with multiple customers simultaneously with a high degree of accuracy. 
• A reliable, high-speed internet connection is required in a distraction-free workspace.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods of time and use computer keyboard and/or mouse while viewing computer screen. Must have experience with Microsoft Office programs: Teams, Excel, PowerPoint, and Word. Must be able to work nights up until 9PM and some Saturdays.