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Role Description
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 will support our product and service businesses, you will work in an environment where no two days are the same. 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 and work second or third shift. You will report to the Manager, Customer Care and can work remotely.
This role will require 2nd shift hours (Shift beginning around 5PM EST weekdays) and work weekends as well as holidays.
• Work with partners to provide accelerated and valued outcomes.
• Prioritize the critical Moments that Matter.
• 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.
Qualifications
• 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.
Requirements
• 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.
Benefits
• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.