Mgr III - Internal Audit

Customer Advocacy Representative

Responsible for providing their customers with exemplary service and a commitment to improving the customer experience. Customer Advocacy is a high performance, customer-focused team that interacts with multiple departments throughout PODS.

Essential Duties And Responsibilities

• Take ownership and/or create customers cases and work them through to resolution; including any additional issues identified throughout the process
• Prioritize escalated situations to ensure situation is cared for in a timely manner, limiting the impact to the customers experience and future escalations with that customer
• Communicate directly with customers along with Franchise and Corporate staff/departments regarding escalated issues in an attempt to resolve open issues and provide a seamless PODS experience to the customer
• Knowledgeable on company Sales and Service processes, specialty focus on Service, Logistics, Locations and Military customer needs
• Support E-Commerce and Marketing Team. Respond and resolve Social Media activity to ensure CSAT
• File and Oversee CPO Claims Process. Including but not limited to creating claim incidents, communicating with protections/insurance providers and adjustors.
• Compile and create CPO reports to include sales, incidents, claims and losses by location for trending
• Process CPO Monthly Remittance stats
• Research all aspects of customer cases through available channels and tools
• Determine resolution based on findings, customer's experience and using sound judgment
• Maintain a balance between company policy and customer benefit in decision making
• Handles issues in the best interest of both customer and company. Resolutions may include the processing of payment back to the customer, providing discounts to current or future orders
• Ability to assess and identify root cause and proceed with appropriate action to resolve matter at hand
• Ability to de-escalate a situation and offer solution to both customers and/or Franchise partners
• Maintain and fulfill follow up commitments during resolution process through completion
• Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved
• Accurate and thorough documentation and tracking on all incidents
• Including but not limited to: case notes, customer communications, documentation to/from customers including attachments, reviewing findings, resolution and processing of payment when applicable
• Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on brand or customer experience
• Provide feedback to appropriate management on errors/issues to improve agent development and growth
• Ability to run and review reports, maintain departmental spreadsheets for tracking purposes
• Departmental confidentiality is required at all times
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
• Ability to interpret, navigate all internal systems related to function: RBMS, OE, AX, CXM, and others as needed
• May perform other duties and responsibilities as assigned

Management & Supervisory Responsibilities

• Typically reports to Management. Direct supervisor job title(s) typically include: Supervisor, Sales/Service Center Operations
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

Job Qualifications: Essential Skills, Abilities and Example Behavior(s)

• Research and Resolve
• Deliver Exceptional Customer Service
• Solve Problems
• Inform
• Listen
• Speak Competently
• Question
• Be Straight-Forward
• Build and Mend Relationships
• Influence
• Collaborate
• Maintain Composure
• Resolve Conflicts
• Act with Integrity
• Adapt
• Show Diversity Awareness
• Be Professional
• Be Resourceful
• Deliver Quality Results
• Proficient Computer User

Job Qualifications: Education & Experience Requirements

• High School Diploma or equivalent. Associate degree preferred
• 3 5 years experience working in a high volume call center or three years in a customer service related environment
• Minimum 2 months experience working in a business to business environment preferred
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience