The Customer Care Advocate 1 acts as an advocate for the company’s customers and partners within the support function and across all other departments.
Responsibilities:
- Assist with ensuring a high level of customer satisfaction through issue engagement follow-up escalation and resolution by channeling requests to the appropriate resources in a timely fashion
- Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention
- Document all customer and partner interactions in the case management system according to department guidelines.
- Gain understanding of the company roles and responsibilities of the teams customer care interacts with and applicable processes and procedures; apply this knowledge to resolution of customer care engagements.
- Assist with the coordination of technical and non-technical resources across departments to develop issues resolution action plans to the benefit of customers and partners
- Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns
- Maintain regular clear and professional written and verbal communication with customers partners and internal stakeholders on assigned engagements adapting written and verbal communication style to suit different audiences.
- Participate in recurring meetings to address acute support experience events.
- Facilitate new customer introductions to supportcustomer success following guidelines processes and procedures established
- Assist in the creation and facilitation of calling campaigns and various projects as needed
Minimum Qualifications:
- College degree preferred (B.S. B.A. Associate’s degree in Business Administration or Computer Science) or equivalent work experience;
- A minimum of 2 years experience in an administrative or customer service role preferably for a support organization
- Able to learn technology particularly as it relates to identifying customers’ business processes
- Professional clear written and verbal communication skills
- Motivated to help others
- Able to thrive in a fast paced environment
- Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented
- Demonstrated ability to use sound judgment and appropriately escalate issues for guidance
- Collaborative skills applied successfully within team as well as with other areas
- Demonstrated critical thinking and problem solving skills
- Understanding of technology particularly as it relates to its use in various industries and business processes
- Work varying shifts to address customer and partner needs within their business hours both domestic and international on an as needed basis
- May require up to 10% travel.
What you will be doing:
- Assist with ensuring a high level of customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution by channeling requests to the appropriate resources in a timely fashion
- Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention
- Document all customer and partner interactions in the case management system according to department guidelines.
- Gain understanding of customer solution environments
- Assist with the coordination of technical and non-technical resources within technical support and across departments to develop issues resolution action plans to the benefit of customers and partners
- Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns
- Maintain regular communication with assigned customers and partners.
- Participate in short term runs of recurring meetings to address acute support experience events, and participate in customer and partner on-site visits as needed to address acute support delivery experience concerns
- Facilitate new customer introductions to supportcustomer success, following guidelines, processes and procedures established
- Assist in the creation and facilitation of calling campaigns
What will make you successful:
- College degree preferred (B.S., B.A., Associate’s degree in Business Administration or Computer Science), or equivalent work experience;
- A minimum of 2 years experience in an administrative or customer service role, preferably for a support organization
- Able to learn technology, particularly as it relates to identifying customers’ business processes
- Professional written and verbal communication skills
- Motivated to help others
- Able to thrive in a fast paced environment
- Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented
- Demonstrated ability to use sound judgment and appropriately escalate issues for guidance
- Collaborative skills, applied successfully within team as well as with other areas
- Demonstrated critical thinking and problem solving skills
- Written and verbal communication skills
- Understanding of technology, particularly as it relates to its use in various industries and business processes
- Work varying shifts to address customer and partner needs within their business hours, both domestic and international, on an as needed basis
- May require up to 25% travel.
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