2nd Shift Customer Service Advocate

Rockwell Automation • Mayfield Heights, OH

1d • Remote

About The Position

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees, the company aims to make the world better every day. The Enterprise Customer Experience (ECX) organization is seeking a Customer Experience Advocate to provide exceptional customer service. This role involves working with customers and team members to answer questions, resolve issues, and enhance the customer experience, minimizing effort to maximize loyalty. The advocate will support product and service businesses in a dynamic environment, embracing change to deliver optimal customer outcomes. Key responsibilities include identifying process improvement opportunities and driving their implementation. This position requires working second or third shift hours, specifically beginning around 5 PM EST on weekdays, and includes working weekends and holidays. The role reports to the Manager, Customer Care and offers the flexibility to work remotely.

Requirements

• High school diploma or GED
• Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

• Associate's degree
• 2+ years related experience
• Experience interpreting and responding to customer questions and requests.
• Identifying the urgency of tasks and prioritize accordingly.
• Working well in a team environment of collaboration.
• Experience evaluating systems for positive end-to-end customer experience.
• Computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreement.
• Experience documenting customer issues in detail in technology and processes.

Responsibilities

• Work with partners to provide accelerated and valued outcomes.
• Prioritize the critical Moments that Matter.
• Have a clear understanding of measurements which measure the customer experience.
• Recognize customer needs and address them with urgency.
• Determine alternative solutions to solve the problem.
• Be a subject matter expert on business processes.
• Identify trend and opportunities for root cause resolution, escalating through the proper channel.
• Collaborate to develop best practices.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees