Customer Advocate Associate

Project Management Institute

25d • Hybrid

About The Position

The Customer Advocate Associate delivers high-quality customer experiences by combining human empathy with AI-driven tools and CRM systems. This role manages complex inquiries across digital channels, ensures data accuracy, and drives efficiency in a hybrid, technology-enabled support environment. With proven experience supporting both B2B and B2C customers, I will bring versatility, adaptability, and a strong customer-centric mindset to PMI.

Requirements

• 3–5 years of experience in customer support, operations, or service delivery within a digital or CRM-enabled environment, supporting both B2B and B2C customers.
• Ability to work independently while being a strong team player.
• Proven ability to navigate and resolve customer inquiries using CRM systems (e.g., Dynamics, Salesforce) and AI-assisted tools such as chatbots or Copilot interfaces.
• Associate or Bachelor’s degree in a related field.

Responsibilities

• Solve complex problems and provide actionable insights to both B2B and B2C customers, navigating seamlessly across various digital systems, including sophisticated AI interfaces, CRM platforms, legacy databases, and knowledge management tools.
• Blend AI and human engagement effectively to deliver exceptional customer service by anticipating customer needs, maintaining service quality, and driving satisfaction across every verbal and written interaction for diverse customer types.
• Leverage AI recommendations and human judgment together to resolve complex issues effectively under time constraints while demonstrating empathy, emotional intelligence, and situational awareness when transitioning from AI-assisted to human interactions, ensuring all customers feel heard, valued, and understood—even in automated environments.
• Manage concurrent customer inquiries through synchronous and asynchronous channels such as web chat, messaging, emails, and other communication channels, responding in accordance with established SLAs and service standards for both individual and enterprise clients.
• Accurately log all customer cases and interactions in the CRM system while maintaining SLA requirements and time allotted to complete tasks, ensuring data integrity for both B2B and B2C accounts.
• Maintain and monitor performance scorecard indicators to meet or exceed established benchmarks and contribute to continuous improvement of the customer journey across all customer segments.

Benefits

• an excellent total package, with compensation and benefits based upon your geographic location.
• skill development opportunities, to help you grow now and into the future.
• access to a global network, to enrich your professional experience.
• flexible options to help balance work time and your time
• award and bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees