Customer Success Advocate

About the role

Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All of our Customer Success Advocates are trained to understand the full menu of our service offerings, in order to provide our customers with exceptional service. We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels.

Responsibilities

• Daily interaction with customers in a friendly, courteous, efficient and professional manner.
• Communicate effectively with a sense of urgency through digital and online channels (email, eCommerce, chat).
• Ability to multi‑task while providing a high level of customer service; chat agents handle up to 3 chats simultaneously.
• Demonstrate active listening skills, build customer confidence, and enhance satisfaction.
• Sort through complex issues independently and make difficult decisions with confidence.
• Make timely decisions, exercise sound judgment based on facts, and meet established deadlines.
• Research, navigate, and identify exact resources to resolve customer issues/complaints independently or collaboratively.
• Maintain knowledge of new and existing products via physical/virtual trainings, online catalogs, and websites.
• Participate in inventory planning/tracking initiatives by reviewing and communicating regional backorder patterns to planners.
• Process orders, forms, applications and recommend product accessories.
• Document customer interactions, transactions, comments, and complaints using CRM/Salesforce during engagement.
• Communicate and coordinate with colleagues to ensure customer satisfaction.
• Facilitate product, system, and procedural training for new hire employees.

Requirements