Customer Service Support Level 3

Customer Experience Advocate

Duties: Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us! At Rockwell Automation, we know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don't stop there. We expand human possibilities in our communities giving back, helping grow the next generation of STEM leaders and building relationships that last.

As part of the Enterprise Customer Experience (ECX) organization, the Customer Experience Advocate provides exceptional customer service. You are passionate about working with customers and team members to answer questions, resolve issues, and bring value to the customer experience every time, minimizing effort to maximize loyalty. You embrace change and excel at the challenge of delivering the best possible outcomes for customers. You will also be focused on identifying process improvement opportunities and helping drive those opportunities to implementation.

What you do:

• Work with partners to provide accelerated and valued outcomes.
• Have a clear understanding of measurements which measure the customer experience.
• Recognize customer needs and address them with urgency.
• Determine alternative solutions to solve the problem.
• Be a subject matter expert on business processes.
• Identify trend and opportunities for root cause resolution, escalating through the proper channel.
• Collaborate to develop best practices.

The Essentials - You Will Have:

• High school diploma or GED
• Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have:

• Associate's degree
• 2+ years related experience
• Experience interpreting and responding to customer questions and requests.
• Identifying the urgency of tasks and prioritize accordingly.
• Working well in a team environment of collaboration.
• Experience evaluating systems for positive end-to-end customer experience.
• Computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreement.
• Experience documenting customer issues in detail in technology and processes.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at View phone number on click.appcast.io.

This is a remote position located within the United States near one of our Rockwell facilities, preferably Milwaukee, WI or Cleveland, Ohio. This role has non-traditional hours, working nights, weekends, and holidays.