Customer Service Advocate

Duties

• Provides prompt, accurate, thorough, and courteous responses to all customer inquiries.
• Performs research as needed to resolve inquiries.
• Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk‑in inquiries and accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries.
• Coordinates with other departments to resolve problems.
• Responds to, researches, and/or assists with priority inquiries and special projects as required by management.
• Provides feedback to management regarding customer problems, questions, and needs.
• Maintains accurate records on complaints and other customer comments and makes recommendations for changes to management.
• Follows through on complaints until resolved or reports to management as needed.
• Maintains basic knowledge of quality work instructions and company policies.
• Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintains all departmental productivity, quality, and timeliness standards.
• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

• Required
  
  Skills and Abilities:
  
  Excellent verbal and written communication skills; strong human relations and organizational skills; ability to handle high stress situations; good judgment skills; strong customer service skills; ability to learn and operate multiple computer systems effectively and efficiently.
• Required Software and Other Tools: Basic computer operating skills; standard office equipment.
• Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.

Typical office environment.