Customer Advocacy Associate

B&H Photo Recruiting Department•New York, NY

About The Position

At over 50 years old and counting, B&H has built a reputation as the trusted resource for photography and videography enthusiasts via its NYC SuperStore and its award-winning website. Long known as "The Professional’s Source", B&H is recognized by savvy consumers worldwide for its honest, knowledgeable guidance, expert tips and articles… and always-great prices. B&H offers competitive salaries, medical benefits, a 401K plan, employee discounts and opportunities to grow within a high-energy, low-attitude environment. Make your move to B&H today! Job Overview: The Customer Advocacy Associate’s role requires someone that can efficiently analyze customer feedback, accurately categorize the feedback, correspond with customers when appropriate, and partner with various business departments to ensure customer satisfaction.

Responsibilities

Analyze customer survey feedback and sentiment and edit topic tags as needed using the survey application
Accurately and efficiently, correspond with customers via email and phone as necessary, with urgency, empathy, personalization, and resolution
Ensure all assigned surveys and responses have complete follow-up and closure within established SLAs
Escalate second-level issues to appropriate team members within the CAD department for resolution / customer satisfaction
Escalate any concerns or issues to the appropriate manager / supervisor when required
Assist in documenting operational processes
Assist in creating customer response templates
Identify trends in the feedback and recommend solutions to help resolve business issues to provide exceptional customer experience
Support efforts to improve the process and function of the department