Customer Experience Advocate

Brief Description

BigIron is looking to add a Customer Experience Advocate to our team. The Customer Experience Advocate contributes to the success of BigIron by serving as a trusted point of contact for our customers. This role provides accurate information, answers questions, and delivers effective solutions when issues arise. The Customer Experience Advocate champions a minimal-contact resolution mindset, resolving inquiries efficiently while proactively identifying opportunities to improve the customer journey. This position plays a key role in ensuring users have a seamless, positive experience while engaging with the BigIron Auction Platform.

Essential Functions

• Assists customers by providing support through answering questions, completing account maintenance, or completing other administrative tasks using internal tools and applications.
• Connect and communicate with internal teams to ask or answer questions to address customer-facing issues.
• Recognize opportunities with every customer (internal or external) engagement, making discretionary decisions that support the customer experience while balancing company goals or policies.
• Suggest department improvements to processes to the Customer Experience Supervisor.
• Actively participates in team meetings, both on a departmental level and at a company level.
• Demonstrates an understanding of any training content and implements experience in day-to-day work activities.
• Complete other duties assigned and take on special projects as necessary.
  
  

Requirements

Qualifications/Requirements:

• Associates degree preferred, or combination of work-related customer service preferred.
• Self-starters, who recognize workloads to ensure that essential functions are addressed effectively and make appropriate adjustments when needed to help team workloads.
• An excellent communicator, both written and spoken, and is willing to over-communicate (with both customers and team.)
• A strong attention to detail and accuracy, with a willingness to dive into complex problems or situations to achieve balanced outcomes.
• Dedication and sense of accountability with an ability to think critically and to suggest or implement new ideas along with creative solutions when appropriate.
• Patience, and empathy, with a sense of curiosity to go beyond what internal and external customers expect.
• Experience or proficiency with using Microsoft Office, CRM software such as HubSpot, and a keen ability to learn how to use various software applications.
  
  

Summary

BECOME PART OF THE BIGIRON LEGACY

As a swiftly expanding auction company, we are growing into new verticals and geographies offering special opportunities for dynamic leaders. Our sales volume, growth and strategic objectives are quickly elevating our demand and need for exceptional, experienced, and driven candidates to partner with our executive leadership in our mission to succeed.

Working with us, you'll be challenged daily to improve yourself, and take on your position as if it was your own business. Our organization is seeking high-performance leaders that spark the entrepreneurial spirit in others and encourage them to live up to their true potential.

When you join our team, you're becoming part of a multi-generational legacy that strives to become the most recognized, customer-focused equipment, real estate, transportation, livestock, and collector car platform in the online auction industry.

Join us as we continue making waves in the industry. www.bigiron.com