Customer Care Advocate (Hybrid)

About the role

Quick Quack is looking for the Smartest, Kindest, and most Driven Customer Care Advocates to join our team. This is a hybrid position in an office setting as well as working from home. A Customer Care Advocate will act as a liaison, providing answers and information, and will resolve any emerging problems our customers and team members may have involving account and membership efficiency. Our Customer Care Advocates ensure all customer requests are addressed in a personalized and proactive manner.

We are looking for someone that is patient, empathetic, and passionately communicative. A Customer Care Advocate will be confident and skilled in communications by telephone, email, chat, or SMS and is confident in resolving all Customer Experience-related issues.

Responsibilities

• Begin with a strong desire to be helpful and exceed customer expectations.
• Present a “Can do, will do” attitude.
• Provide an exceptional experience by greeting customers in a courteous, friendly, and professional manner.
• Listen attentively and understand the customer’s request for assistance.
• Demonstrate empathy as appropriate.
• Provide clear and complete answers.
• Research and/or escalate as needed to ensure the customer is adequately taken care of.
• Be a problem solver.
• Suggest additional services by recognizing services we offer that may benefit the customer.
• Advocate by contributing ideas on ways to resolve problems to better serve the customer and/or improve the organization.
• Meet performance, quality, production, and Customer Satisfaction expectations.
• Show willingness to collaborate and work with others in a team environment.
• Regular attendance and punctuality are essential qualities for success.

Work Environment and Physical Demands

This is a hybrid position. Must be willing to sit for long periods of time.

Requirements

• Outstanding oral and written communication skills.
• Excellent attention to detail.
• Cheerful, friendly, outgoing personality; a true “people” person.
• Strong desire to help others.
• Willingness to do what’s best for the team.
• Experience with the Microsoft Office suite of products (Outlook, Excel, Word, etc.).

Qualifications

• 1-year of Customer Service and/or Contact Center experience in a fast-paced environment (preferred).
• Spanish bilingual preferred ($1 per hour pay differential upon testing).
• College preferred.

Schedule

Full-time position with shift available: 11:30 a.m. to 8:00 p.m., with 2 days off. Training consists of 3 full-time weeks onsite (8-hour shifts). The company is open 7 days a week.

Pay

Starting pay: $16/hr, with frequent merit increases (up to $2.50/hr in pay increases possible in your first year). Monthly bonus up to $500 if performance metrics are achieved. Spanish bilingual pay differential: $17/hr upon testing.