Customer Success Advocate

Carrier Enterprise - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Merchant Wholesalers, Durable Goods

About the position

Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All of our Customer Success Advocates are trained to understand the full menu of our service offerings, in order to provide our customers with exceptional service. We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels.

Responsibilities

• Daily interaction with our customers in a friendly, courteous, efficient and professional manner.
• Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat.
• Ability to multi-task while providing a high level of customer service.
• Chat Agents take up to 3 chats at a time simultaneously.
• Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction.
• Must be able to sort through complex issues independently and make difficult decisions with confidence.
• Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines.
• Ability to research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork.
• Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites.
• Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners.
• Ability to process orders, forms, applications and recommend product accessories.
• Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement.
• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.
• Facilitate product, system and procedural training to new hire employees.

Requirements

• College degree or a minimum of five years of experience supporting customers within various digital and online channels.
• Sales/service minded attitude.
• Ability to multi-task and provide high level of customer service.
• Active listening skills and ability to build customer confidence.
• Ability to sort through complex issues independently and make difficult decisions.