What are the responsibilities and job description for the Customer Advocate position at Moxie Pest Control?
Play Your Part In Our Team Succeeding!
The Customer Advocate is someone passionate about talking to customers and resolving their issues quickly and efficiently. A self-starter who is able to roll up their sleeves and learn new skill sets to get the job done and a team player who wants to partner with their colleagues to help put the customer experience first!
Core Responsibilities
As a Customer Advocate you are primarily responsible for ensuring customers understand:
On a Daily Basis
The Customer Advocate is someone passionate about talking to customers and resolving their issues quickly and efficiently. A self-starter who is able to roll up their sleeves and learn new skill sets to get the job done and a team player who wants to partner with their colleagues to help put the customer experience first!
Core Responsibilities
As a Customer Advocate you are primarily responsible for ensuring customers understand:
- the value of our service
- handling Better Business Bureau (BBB) Complaints
- damage inquiries
- qualtrics surveys
- always remaining as a member of the front line customer service team
- Recording notes in CRM after each customer interaction or action so other team members understand the history
- Identifying golden opportunities to serve our customers
- Writing handwritten notes to customers as identified
- Sending care packages to customers as identified
- Serving as overflow for customer service calls as needed
- Assisting customers by: answering questions, scheduling appointments, collaborating with other departments and team members to solve customer problems
- Ability to identify, assess, and resolve customer concerns in a timely fashion.
- Can develop and maintain effective working relationships with coworkers and management.
- Determining and executing resolutions to customer needs.
- Ability to learn and operate within multiple software systems.
- Effectively communicate with coworkers, customers and management
- Lifting and moving up to 35 pounds.
- Standing, stooping, or sitting for prolonged periods of time.
On a Daily Basis
- Be logged into the telephony system and maintain 75% occupancy
- Handle but not limited to 50 total calls daily
- Maintain a CSAT of 4.5
- Assist customers with customer service complaints and concerns
- Assist customers with our warranty program
- Communicate company initiatives to customers (marketing, sales, etc.)
- Direct customers to appropriate departments where applicable
- Respond to SMS, email and Voicemails from customers
- When applicable participate in cross training within other CC departments
- Assist management with non recurring tasks as needed
- Occasional customer data entry update tasking
- Provide feedback in order to improve processes when prompted
Salary : $18 - $19