Customer Happiness Advocate

BAY TOWEL INC•Green Bay, WI

4d•Onsite

About The Position

The Customer Happiness Advocate serves as a primary point of contact for Bay Towel customers and provides service throughout the customer relationship. The role manages account information, resolves service and billing concerns, coordinates with internal departments, and ensures timely, accurate follow-through. Advocates use critical thinking, initiative, and independent problem-solving while recognizing when support or escalation is needed. Team members are cross-trained to support all areas of the Customer Happiness department and work together to provide consistent customer service. This full-time position is based at Bay Towel’s corporate headquarters in Green Bay, Wisconsin. Work is Monday through Friday, 8:00 a.m. to 4:00 p.m., for 40 hours per week, at $24.00 per hour. The employee works primarily in a controlled office environment and regularly interacts with team members and other departments. The role is regularly seated for most of the workday, with moderate standing and walking also expected. Travel is not required.

Requirements

Excellent relationship-building and communication skills with a strong focus on creating a positive customer experience.
Strong problem-solving skills, including the ability to research issues, identify solutions, and determine when escalation or additional support is necessary.
Ability to take initiative and work independently while collaborating effectively with team members and other departments.
Strong organizational, time-management, and prioritization skills, including the ability to manage multiple responsibilities and deadlines.
Excellent attention to detail and ability to use critical thinking and sound judgment.
Ability to take ownership of work and verify information for accuracy and completeness.
Strong computer skills, including experience with Microsoft Office applications such as Word and Excel, and ability to learn and navigate customer databases and other business systems.
Ability to communicate professionally by phone and email, actively listen, document information accurately, and manage multiple tasks simultaneously.
Strong internal and external customer focus and ability to assess customer needs, troubleshoot concerns, and provide appropriate solutions.
Ability to adapt to changing priorities, processes, and customer needs in a fast-paced environment.

Nice To Haves

Bachelor’s degree in a related discipline or at least 3 years of relevant experience in customer service, account management, administrative support, or a related customer-facing role.

Responsibilities

Serve as a primary point of contact for customers by phone, email, and, when necessary, in person.
Build positive customer relationships by listening, understanding customer needs, and providing timely, professional solutions.
Take ownership of customer questions and concerns through resolution.
Maintain accurate and complete customer information in company systems.
Process product order requests and changes, inventory and garment changes, account updates, credits, and other service-related adjustments, and communicate changes to affected departments.
Assist customers with questions about invoices, statements, payments, credits, and disputed charges.
Process payments and cash applications, review unpaid balances, and complete account adjustments as necessary.
Research discrepancies and work with customers and internal departments to resolve billing concerns.
Support new-customer onboarding by accurately establishing and communicating account information, billing and payment details, service requirements, and necessary documentation.
Promote customer retention by providing a consistent, positive experience, identifying the causes of concerns, and working toward appropriate solutions.
Ask questions to identify unmet customer needs and potential opportunities for additional products or services.
Maintain current knowledge of Bay Towel products, services, policies, and processes to provide accurate information and recommendations.
Collaborate with other departments to resolve customer needs and ensure accurate execution of account changes.
Communicate relevant information clearly and promptly, document appropriately, and follow through on open items.
Use available resources, account history, company processes, and critical thinking to research questions and troubleshoot issues before escalating.
Use sound judgment to determine appropriate solutions within established guidelines.
Review and verify work to ensure accuracy and completeness before finalizing account changes or communicating information.
Remain flexible and cross-trained to support department responsibilities, assist with workload coverage, and contribute to process and customer-experience improvements.
Perform other duties as assigned.