Customer Care Advocate

Job Description

Job Description

Job Summary:

The Customer Care Advocate is responsible for serving customers by determining requests, answering questions, resolving problems, and fulfilling requests. Will interact with the company’s customers by addressing inquiries and resolving complaints.

• Interacts with customers via telephone, email, or online chat to provide support and information on products or services.

• Collects and enters orders for new or additional memberships.

• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, escalates the issue to the appropriate staff.

• Determines requests by working with customers and ensures that appropriate actions are taken to resolve customers’ problems and concerns.

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

• Builds rapport with customers by greeting them in a courteous, friendly, and professional manner

• Answers questions by clarifying desired information; by researching and locating information

• Listens attentively to customer needs and concerns; demonstrates empathy.

• Helps customers by explaining company policy and procedures.

• Sells additional services by recognizing opportunities and benefits to customers.

• Contributes ideas on ways to resolve problems to better serve the customer and improve productivity

• Performs other related duties as assigned.

• High school diploma or equivalent.

• Excellent communication skills including active listening.

• Service-oriented and able to resolve customer grievances.

• Proficient in Microsoft Office with the ability to learn new software.

• 1-2 years of customer service experience preferred.

• Must be able to lift up to 15 pounds at times.

• If you are tasked to drive as a part of this role, then it is required that you have a clean driving record and a current Driver's License that is not suspended or expired.

• Prolonged periods sitting at a desk and working on a computer.

• Prolonged periods of answering customer phone calls

EEO-1 Category: Administrative Support Workers