XTN-A39C231 | EXECUTIVE CUSTOMER CARE ADVOCATE

We are looking for an experienced candidate to join our Executive Customer Care Advocate team. Team members manage corporate escalations, agency responses, and vendor partner commitments and workflows.

The primary objective of this team is to isolate and triage high visibility, complex, and at times challenging customer scenarios. This team is the last line of defense for Arlo. We listen first to understand and empathize with the customer’s unique scenario. We then prepare and present the best available resolution to the customer.

This position will require critical thinking, complex problem solving and strong negotiation skills. The ideal applicant will be a solid contributor to the team’s objectives while maintaining consistency with independent deliverables. Applicants must possess strong customer-centric values and adept soft-skills to communicate effectively with customers.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Acknowledge and respond to ALL inquiries and tasks within SLA
• Execute action plans to stabilize consistency with escalation risk mitigation
• Acts as the final point of contact for consumer issues, complaints and escalations via Phone, Email and Omni Channels
• Proactively monitor high priority support cases and provide assistance
• Closed loop feedback for identified L1 opportunities
• Internally communicate feedback and concerns from customers in tandem with resolution updates
• Manage governing agency and vendor partner commitments within defined SLA
• Manage and report Legal and Safety and Hazard concerns to Regulatory and Legal teams
• Manage brand reputation via social media/community escalations and Better Business Bureau case management within defined SLA
• Work with various internal departments to complete cross-functional projects and tasks
• Maintain meticulous Case/ticket documentation
• Manage chargeback inquiries for various merchant accounts
• Contribute to RMA/Inventory audit to help supply chain minimize inventory shortage/backorder
• Collaborate with Support Operations to enhance process and procedures to enhance the overall customer experience
• Meet or exceed all Key Performance Indicator expectations monthly
• Continued product and service awareness and education (lab exercises, training courses, and procedural/policy updates) to maintain proficient supporting our products and providing resolutions

• Bachelor’s degree or proven related experience
• Negotiation tactics and or critical thinking course work a plus
• 2+ years of experience providing customer service related to ecommerce activity
• 2+ years of experience providing escalation technical support or customer service related deliverables
• 1+ year of experience providing technical support to consumer electronic products
• Work history including the following: Level L2 Support, SME, Escalations Lead, and Executive/ Corporate escalations is highly desirable

Required Skills:

• Excellent written and verbal communication skills
• Strong analytical, critical thinking, and problem-solving skills.
• Attention to detail
• Ability to multi-task and adjust priorities to optimize task timelines
• Must be able to perform under stress and pressure.
• Receptive to constructive feedback

• Experience with Salesforce is a plus