Customer Care Advocate, Key Accounts

Four Hands•Austin, TX

About The Position

Join one of the fastest growing, most dynamic companies in the furniture industry. For over 25 years, Four Hands has been a leading designer and wholesaler of furniture and décor, helping people create spaces that feel like home. Recognized on the Inc. 5000 list of fastest-growing companies and named one of Austin’s Top Workplaces year after year. We invest in exceptional people — with a team of over 800 and growing — fostering our employees’ careers and celebrating them at every step of the way. Four Hands is where passion meets purpose and where your next chapter begins. The Customer Care Advocate, Key Accounts , will join our Sales Operations team and play a vital role in cultivating and expanding our top-tier client relationships. You’ll work closely with Account Executives and collaborate with various internal teams to deliver exceptional service and drive our success forward. In This Role Respond promptly to customer inquiries and claims, ensuring timely resolution with a focus on exceptional service Collaborate with Sales Operations and Account Executives to assess and resolve customer issues, including processing returns, issuing credits, and offering alternative solutions Analyze quality and service data to identify operational improvements, implementing efficiencies to streamline the claims handling process Elevate the customer experience by delivering outstanding service and maintaining clear, professional communication to ensure satisfaction and foster customer loyalty Develop a comprehensive understanding of the customer base, product pricing, order processing, and shipping requirements to effectively manage customer expectations Build and maintain strong cross-departmental relationships, ensuring smooth collaboration and support for both internal and external customers Suggest technical solutions and resources, encouraging customers to utilize online self-service tools to enhance claims support accessibility Other d uties as assigned, in accordance with training and qualifications Uphold the Core Values and be a valuable member of the Four Hands team Be open and honest Reach for excellence Act with responsibility Value the whole person Enjoy the journey

Requirements

3+ years of experience in a customer facing or customer support role
Bachelor's Degree required
Proficiency in Microsoft Excel (VLOOKUP and pivot table experience)
Excellent organizational skills and the ability to multitask effectively in a fast-paced environment
A team-oriented, collaborative mindset with a friendly, proactive attitude
Strong decision-making skills with the ability to complete complex tasks in a timely manner while working independently
Comfortable working across global teams and diverse customer bases
Demonstrate intellectual curiosity
Excellent communication and active listening skills tailored to different audiences

Responsibilities

Respond promptly to customer inquiries and claims, ensuring timely resolution with a focus on exceptional service
Collaborate with Sales Operations and Account Executives to assess and resolve customer issues, including processing returns, issuing credits, and offering alternative solutions
Analyze quality and service data to identify operational improvements, implementing efficiencies to streamline the claims handling process
Elevate the customer experience by delivering outstanding service and maintaining clear, professional communication to ensure satisfaction and foster customer loyalty
Develop a comprehensive understanding of the customer base, product pricing, order processing, and shipping requirements to effectively manage customer expectations
Build and maintain strong cross-departmental relationships, ensuring smooth collaboration and support for both internal and external customers
Suggest technical solutions and resources, encouraging customers to utilize online self-service tools to enhance claims support accessibility
Other d uties as assigned, in accordance with training and qualifications
Uphold the Core Values and be a valuable member of the Four Hands team
Be open and honest
Reach for excellence
Act with responsibility
Value the whole person
Enjoy the journey