Job description
Overview:
The
Customer Happiness Advocate is a member of the customer support team and the first point of contact for those seeking information or assistance for the Stem Ecosystem and Shure Integrated Systems products. Through a customer-centric mindset, the Customer Advocate will act as a problem solver and liaison for customers as well as a direct resource for customer requests, questions, and/or problems. The Advocate offers prompt and professional responses while creating a personal relationship with the customer and maintaining an enthusiastic attitude.
Responsibilities:
- Answer phone calls, emails, and live chat messages – Be the first point of contact for all incoming methods of communication. Communicate in a friendly and efficient manner to offer resources, website, and product information, and discover the type of inquiry to direct contacts to the appropriate company personnel.
- Customer Success (account management) – Providing white glove service, finding creative solutions to difficult scenarios, building rapport, and sending a weekly email and phone communication to update customers on pending orders, open cases(s), upcoming changes (firmware, features, etc.), and general questions and/or concerns. Clearly and consistently document and update customer records within Salesforce based on interactions to monitor and report on customer satisfaction.
- Introduction and Remote Demo calls – Cover basic understanding of product and platform connectivity, functionality, and integration. Discover the needs, pain points, and the level of the opportunity (when applicable, introduce to Sales if a lead is looking to move forward with purchase).
- Proof of Concept and first-time installation service – Sending shipping notifications, sharing resources, jumping on a Video Conferencing call to support the installation, (if necessary) looping in Technical Support, and working in tandem with the customer to ensure a successful POC (or first install). Report back to Sales with successful POC.
- Technical Support liaison for the customer – Create Tech Support case(s), track escalated issues to ensure customers receive timely solutions, and coordinate and communicate with the customer throughout the RMA journey.
- Performs additional duties as assigned (i.e., report trends, patterns, FAQs, frequent complaints, feature requests, and Happy Customers to manager).
- High school degree required. Associate degree in Business, Communications, or related field preferred.
- Minimum of 5 years of experience working in Customer Service, Hospitality, Sales, or related industry
- Comfortable in a fast-paced, dynamic team environment with the ability to meet multiple deadlines.
- Positive attitude when communicating and providing support to customers for all types of issues and inquiries.
- Excellent organizational skills and attention to detail.
- Ability to complete tasks in innovative and effective ways.
- Effective verbal communication skills to collaborate productively with a wide range of personalities, across various internal and external organizational levels.
- Strong writing skills to constantly communicate with customers through email and chat.
- Sophisticated problem-solving skills and ability to maintain composure and stay calm in challenging situations.
- Mitigate customer escalations with the assistance of leadership.
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