Customer Experience Advocate I
About The Position
The Customer Experience Advocate I interacts directly with potential, new, and existing customers to provide a quality experience throughout the customer journey, with the goal of increasing customer satisfaction and account retention. In a contact center environment, the role handles customer inquiries, processes orders, modifies account information, and addresses customer complaints. The advocate follows up on customer cases using the customer relationship management system to ensure inquiries and requests are handled completely and promptly. The role requires a strong phone presence, clear communication, attentive listening, calmness under pressure, accuracy, efficient time management, and collaboration with customers and internal teams. Work takes place inside a contact center, which may operate 24/7/365 in the future. Computer and telephone system use, along with visual, audio, and manual dexterity capabilities, are essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- High school diploma or equivalent.
- One to two years of customer service experience.
- Ability to work independently and as part of contact center teams.
- Good problem-solving skills and willingness to ask for guidance when needed.
- Good judgment and independent decision-making within assigned authority levels.
- Positive attitude and excellent interpersonal and listening skills; consistently provides effective customer care to all customers.
- Effective verbal and written communication in English.
- Efficient and accurate use of systems and tools, with a strong ability to multitask.
- Demonstrated understanding of computer-based tools and programs.
- Willingness to submit to a pre-employment drug screen and criminal background check; successful applicants must pass the drug screen as a condition of employment.
Nice To Haves
- Customer service experience in a contact center.
Responsibilities
- Respond to and process customer calls promptly and professionally.
- Determine the probable nature of each call by listening carefully, researching customer records, and asking clarifying questions.
- Communicate clearly and respectfully with callers, restating information when needed to ensure customer understanding.
- Acknowledge and resolve customer concerns, escalating complaints promptly when needed.
- Accurately process orders, forms, applications, requests, and payments.
- Maintain clear, complete, and concise records of customer interactions, transactions, comments, and complaints in case management logs.
- Attend and collaboratively participate in staff meetings and training sessions.
- Follow up on customer cases using the customer relationship management system to ensure inquiries and requests are handled completely and promptly.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending accounts
- Health savings accounts
- 401(k) retirement savings plan
- Parental leave
- Military leave
- Vacation/paid time off
- Sick leave in compliance with state law, as applicable
- Paid holidays
- Disability coverage
- Potential eligibility for a performance-based bonus or commissions on completed sales, depending on position
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
