Customer Solutions Advocate

Office Depot • Austin, TX

9d • Remote

About The Position

The Customer Solutions Advocate is one of a few roles that have direct
interactions with our customers. They are responsible for providing
forward-thinking problem resolution, with superior service, to address customer
issues. This role will handle inquiries from a select set of customers and sales
representatives, which will enforce a deep understanding of the customers’ needs
and preferences.

This position is empowered to take appropriate action to execute solutions or
escalate issues to the team manager when needed. They will partner with the
sales team and build strong customer relationships, resulting in customer
loyalty, retention, and revenue.

This role has a remote work designation unless otherwise required by customer
contract/needs (i.e., work on site for customer location(s)), all subject to
change based on customer demands.

Requirements

• Level of Formal Education: High School diploma or equivalent, Bachelors preferred
• Area of Study: Customer Service
• Minimum Years of Experience: 1
• Type of Experience: Customer Service, Order Management
• Technical Competencies & Information Systems: Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
• Skills & Abilities:   Excellent verbal and written communication skills.
• Superior relationship building
• Time Management skills, ability to multi-task
• Organizational skills
• Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action
• Additional Language Skills: Excellent communication in English (written and verbal) and interpersonal skills
• Personal Attributes & Other/Preferred:   Strong customer service orientation
• Self-Starter
• Analytical
• Able to succeed in an ambiguous environment

Responsibilities

• Resolve problems and provide timely / proactive resolution with superior service to address customer issues.
• Handle inbound phone, email and chat contacts from a select set of customers and sales representatives.
• Take appropriate action to execute solutions or escalate issues to the team manager on behalf of the customer.
• Partner with the sales team and build strong customer relationships, resulting in customer loyalty, retention, and revenue.
• Special projects to support customers as needed.  Note: Could result in additional charge to customer.

Benefits

• The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization!
• You will be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED