Customer Care Advocate

About the role

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees, we support customers who help feed the world, provide life-saving medicine, and focus on clean water and green mobility.

As a Customer Care Advocate, you will act as an advocate for our customers while collaborating across teams to resolve issues, answer questions, and drive efficient solutions. Beyond issue resolution, you are committed to identifying process improvement opportunities and helping guide meaningful change that enhances both the customer and employee experience. You will report to the Customer Care Center Manager and follow a hybrid work model based in Mayfield Heights, Ohio.

Responsibilities

• Deliver timely, effective, and customer-focused support across a variety of customer inquiries and business processes
• Work with other teams and partners to resolve customer inquiries and achieve valued outcomes
• Prioritize and respond to critical customer moments
• Understand measurement of the customer experience
• Address concerns and create positive experiences throughout the customer journey
• Analyze problems, identify root causes, and determine solutions and alternatives
• Serve as a subject matter expert on business processes
• Identify trends, recurring issues, and process gaps, escalating opportunities for root cause resolution

Requirements

• High school diploma or GED
• Legal authorization to work in the United States (no visa sponsorship available for this role)

Preferred Qualifications

• Associate's degree
• Ability to work in a hybrid capacity from our Mayfield Heights, Ohio location
• 2+ years of experience interpreting customer needs and responding to customer requests
• Experience working in a collaborative, team-oriented environment
• Experience evaluating and improving end-to-end customer experiences and business processes
• Experience documenting customer issues, solutions, and process improvements
• Continuous improvement mindset with experience identifying opportunities that improve the customer experience

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time Off
• Parental and Caregiver Leave
• Flexible Work Schedule — work with your manager to enjoy a schedule that can be flexible with your personal life

For more details on the benefits package, visit www.raquickfind.com.

Schedule

Hybrid work model based in Mayfield Heights, Ohio. Rockwell Automation's hybrid policy expects employees to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.