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Requisition Number 17-0029
Post Date 3/9/2017
Title Customer Care Advocate 1
City Wilkes-Barre
State PA

The Customer Care Advocate position will encompass the skills of a billing; voice/video/high speed data/dial-up technical; retention; and inbound telesales agent. The skill sets of these positions will be combined to reduce customer transfers, increase overall customer satisfaction and improve budgetary performance by reducing the number of agents required to answer inbound customer calls. Agents will be expected to handle customer issues regarding pricing and billing in addition to technical issues with our voice/cable/modem and dial-up products. Agents will be expected to transitional sell on each applicable customer call they receive and will be held to upsell/save goals in addition to call center metrics.


  • Answer inbound customer calls regarding new sales; add-on services; removal of services; billing issues; technical issues; requests to cancel service; retain existing customers; and upsell services to customers as appropriate.
  • Complete projects as requested by Management Team
  • Outbound calls to determine why installations were cancelled, why deposit was not paid, escalations from an install order, contact other departments to rectify a customer’s issue

Successful candidates will have prior customer care, sales or technical experience in a service environment.  Existing agents will be cross-trained or up-trained as appropriate to these positions.  This cross-training/up-training will take approximately 6 to 8 additional weeks of training per agent to complete.  New hires from outside the company  will be provided between 7 and 8 weeks of training for this position. 

Successful candidates will have a minimum education of a high school diploma and be comfortable with pc computers; are literate in both verbal and written communications; and can multi-task easily. 

These positions require individuals who are able to function in a fast-paced, sometimes stressful environment.  Successful candidates must be open to and able to function in a changing environment and will be flexible with working hours and days (evenings, weekends and holidays).   

Minimum of one year of customer service or technical experience in a service environment. 

Medium level of supervision required to insure agent is performing effectively in position by meeting stated statistics (average handle time (talk, wrap, hold), monitoring scores, error percentage, compliance to schedule, attendance, save percentage, close rate, leakage acceptable rate, upsell percentage, etc.) and providing quality customer care as evidenced through quality monitoring scores/customer satisfaction scores. 

Individuals in this position are expected to have the skill level to make decisions centered on doing what is right for the customer to insure a quality customer interaction.  Agents should take the initiative to determine the best course of action (within guidelines) for an issue on a customer by customer basis and enact the appropriate steps to correct the customer issue.  When in doubt, agents will be trained to seek the assistance of a higher level employee such as a Tier 2 or Supervisor/Manager.

Individuals in this position will be expected to transitional sell customers on ancillary services that complement their current services and/or lifestyle.  These sales attempts will primarily be on inbound calls from customer; however, existing customers may be contacted via outbound calls to be educated on  product offerings that would be applicable to them.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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