Customer Care Advocate

JOB SUMMARY
The Customer Care 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.