Customer Advocate

Moxie Pest Control • Irving, TX

2d

About The Position

The Customer Advocate is someone passionate about talking to customers and resolving their issues quickly and efficiently. A self-starter who is able to roll up their sleeves and learn new skill sets to get the job done and a team player who wants to partner with their colleagues to help put the customer experience first!

Requirements

• Ability to identify, assess, and resolve customer concerns in a timely fashion.
• Can develop and maintain effective working relationships with coworkers and management.
• Determining and executing resolutions to customer needs.
• Ability to learn and operate within multiple software systems.
• Effectively communicate with coworkers, customers and management
• Lifting and moving up to 35 pounds.
• Standing, stooping, or sitting for prolonged periods of time.

Responsibilities

• Ensuring customers understand the value of our service
• Handling Better Business Bureau (BBB) Complaints
• Handling damage inquiries
• Handling qualtrics surveys
• Always remaining as a member of the front line customer service team
• Recording notes in CRM after each customer interaction or action so other team members understand the history
• Identifying golden opportunities to serve our customers
• Writing handwritten notes to customers as identified
• Sending care packages to customers as identified
• Serving as overflow for customer service calls as needed
• Assisting customers by: answering questions, scheduling appointments, collaborating with other departments and team members to solve customer problems
• Be logged into the telephony system and maintain +75% occupancy
• Handle but not limited to 50+ total calls daily
• Maintain a CSAT of 4.5
• Assist customers with customer service complaints and concerns
• Assist customers with our warranty program
• Communicate company initiatives to customers (marketing, sales, etc.)
• Direct customers to appropriate departments where applicable
• Respond to SMS, email and Voicemails from customers
• When applicable participate in cross training within other CC departments
• Assist management with non recurring tasks as needed
• Occasional customer data entry update tasking
• Provide feedback in order to improve processes when prompted

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees