Sr Customer Experience Advisor (Part Time | Office-Based)

Aceable•San Marcos, CA

1d•$19,000 - $22,000•Onsite

About The Position

As a Sr Customer Experience (CX) Advisor, you will ensure that student and the internal team needs are met in a timely, high quality manner with a Student-First approach. Like the rest of the Customer Experience Team, you’ll exhibit grit when faced with high-pressure, dynamic situations while staying calm and collected with a ridiculously positive attitude. You understand how customer support contributes to the overall success of Aceable and are driven to help others succeed. You’ll report to the Supervisor, CX or Sr Manager, CX and support the needs and growth of both our students and our CX team members. This role is office-based in San Marcos, CA.

Requirements

CA Office requirement | This role is part time, office-based and will have limited work from home ability
3+ years of customer service experience
Ability to exercise independent judgment and employ critical-thinking and problem-solving skills
Time management skills and an eye for prioritization necessary to balance role responsibilities
Comfort to fly solo and sometimes work independently on projects and initiatives
Initiative and self-awareness – don’t wait for others to notice a challenge or gap; know a good idea when you see one and know how to recommend a solution for the problem
Growth mentality – be able to give and receive redirecting and affirming feedback using the Aceable Feedback Loop
Ability to seek out knowledge or help when needed
Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team
Flexibility – we’re at a critical stage of the company, and we all wear many different hats

Responsibilities

Work part time in-office in San Marcos, CA (Weekdays):
Conducting the CA TVS audit process, as needed
Interfacing directly with DMV auditors or investigators
Conducting state agency and client audits, as needed
Providing back-up fulfillment printing for Houston, TX location
Assisting students if they show up in person at the office
Handle contacts (Calls, Chats, Emails, Messaging, or Social Media queues) from customers, including Tier II escalations, with empathy and understanding
Provide daily operations support, including printing certificates, reporting student completion data to courts or agencies, and processing student requests (such as certificates, completion data resubmissions, and express delivery)
Provide excellent customer service as the liaison between the courts, auditors, and Aceable
Manage the re-issuance of certificates for students needing original (non-digital) copies
Maintain certificate stock inventory
Collect and organize student feedback or product bugs to share with the CX management team and other stakeholders in the company; participate in feedback sessions with Product and LX to discuss student feedback and new products
Understand and research system errors, and assist the team in quickly resolving issues
Contribute ideas and insights and complete projects that enhance the output of the team and strengthen support for our customers (e.g. assisting with training new team members, creating resources/guides) and enhance the customer experience
Develop authentic and strong relationships with our awesome Aceable community members through proactive outreaches and stellar, responsive communication
Understand a minimum of 3 brands, with a speciality in a single vertical, brand, channel; swiftly move back and forth and uptrain on new products