Job Details
Job Location: Corporate - Huntington Beach, CA
Position Type: Full Time
Salary Range: $21.00 - $25.00 Hourly
Travel Percentage: Negligible
Job Shift: Day
Description
JOB SUMMARY
The Customer Experience Advocate is responsible for providing an effective customer experience for all internal and external customers by using excellent, in-depth knowledge of company products and programs.
SPECIFIC JOB DUTIES
Company Focus
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments; and discussing those ideas with Customer Experience leadership.
- Ensure proper corporate messaging, reading from scripts as needed to ensure this is achieved.
- Provide feedback to Customer Experience leadership on the efficiency of the customer experience process.
- Keep abreast of new company products and services.
Customer Focus
- Communicate with customers via phone, email, mail, chat, text, or social media.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Respond promptly to customer inquiries.
- Processes customer orders/changes/returns/repairs according to established department policies and procedures.
- Answer product and service questions for customers; suggesting information about other products and services.
- Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services.
- Handle questions regarding changes in policies or procedures.
- Provide pricing and delivery information for orders.
- Perform customer verifications.
- Attempt to persuade customer to reconsider cancellation of order.
- Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints, and actions taken.
- Answer questions about warranties or terms of sale.
- Process paperwork related to credits/adjustments.
- Process paperwork related to repairs and returns.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Escalate to Customer Experience leadership, as needed, for unresolved issues.
- Suggest solutions when a product malfunctions or a customer is experiencing product difficulty.
- Inform customer of deals and promotions.
- Up-sell products and services.
- Work with Customer Experience leadership to ensure proper customer service is being delivered.
- Provide timely feedback to Customer Experience leadership regarding service failures or customer concerns.
Teamwork
- Communicate effectively with team members within the customer experience department.
- Communicate and coordinate with internal departments and external partners to resolve issues and provide superior service.
- Contribute to team effort by accomplishing related results.
- Partner with the sales team to meet and exceed customer’s expectations.
- Assist Customer Experience leadership with training of Customer Experience Associates on new products and services.
- Active participation in the training of new hire employees on the team.
- Periodically may require, either in an office, warehouse, or off-site environment:
- Reaching, pushing, pulling, lifting, or carrying of product or materials; possibly moving pallets via pallet jack between locations
- Bending, stooping, or walking of product back and forth between different locations
- Packing or unpacking of boxes
- Setup and tear down at events
- 30 pounds maximum; anything more than 30 pounds must be moved/lifted with another team member
- Other duties as required.
Qualifications
SKILLS / QUALIFICATIONS
Phone Skills, Listening Skills, Documentation Skills, Detail-Oriented, Problem Solving, Resolving Conflict, Analyzing Information, Multi-tasking, Time Management
COMPETENCIES
Customer Focus, Communication Proficiency, Teamwork Orientation, Technical Capacity, Adaptability, Initiative, Quality Focus, Senior-Level Product Knowledge, Market Knowledge
LOCATION
Position based out of the Huntington Beach headquarters location. Remote or hybrid options may be available.
TRAVEL
Occasional travel may be requested.
REQUIRED EDUCATION & EXPERIENCE
High School Diploma and three years’ related experience.
PREFERRED EDUCATION & EXPERIENCE
Bachelor’s degree and 3-5 years’ related experience.
Golf product knowledge.